Service Technician

SUMMARY:
Job Purpose:
The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to the company’s clients both onsite and remotely.
The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.
 
Technical Support

• Provide remote support to the company Client end users
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to clients executive members
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests
• Work with vendors and internal resources to facilitate resolution of incidents and requests

• Respond to Incidents and Requests assigned via the ITSM Tool
• Ensure Ticket updates are current, and end users informed of progress
• Respond to and Resolve incidents within SLA
• Assess, review and resolve assigned tickets within stipulated SLA
• Escalate tickets where applicable

• Communicate effectively with relevant Stakeholders including team members and Management
• Liaise with end users to effectively reach resolution on incidents and requests
• Keep users informed of priority changes and timing of resolutions
• Follow up with users to confirm that resolutions met requirements before closing the ticket

• Provide support both at a soft engagement and technical to the company client End Users
• Act as onsite liaison between the company and Client if the need arises.

• Matric
• A+
• MCSE / MCSP (advantageous)
• AppleMac Certification (advantageous)
• Relevant IT diploma (advantageous)
• ITIL Foundation (advantageous)
• Operating Systems: Proficiency in Windows 11, macOS.
• Active Directory & Group Policy: Managing user authentication, permissions, and security settings.
• Networking: Understanding TCP/IP, VPNs, and Wi-Fi troubleshooting.
• Remote Desktop & Troubleshooting: Using tools like SCCM, WDM, Intune, JAMF.
• Customer Service & Communication: Helping users resolve issues efficiently while maintaining professionalism
• Network +
• 3 -5 Years within an IT Desktop Support environment (Level 2 minimum
• Degree or Diploma and required Certification with 3 to 5 years related experience.
• Drivers license

POSITION INFO:
Job Purpose:
The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to the company’s clients both onsite and remotely.
The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.

Technical Support

• Provide remote support to the company Client end users
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to clients executive members
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests
• Work with vendors and internal resources to facilitate resolution of incidents and requests

• Respond to Incidents and Requests assigned via the ITSM Tool
• Ensure Ticket updates are current, and end users informed of progress
• Respond to and Resolve incidents within SLA
• Assess, review and resolve assigned tickets within stipulated SLA
• Escalate tickets where applicable

• Communicate effectively with relevant Stakeholders including team members and Management
• Liaise with end users to effectively reach resolution on incidents and requests
• Keep users informed of priority changes and timing of resolutions
• Follow up with users to confirm that resolutions met requirements before closing the ticket

• Provide support both at a soft engagement and technical to the company client End Users
• Act as onsite liaison between the company and Client if the need arises.

• Matric
• A+
• MCSE / MCSP (advantageous)
• AppleMac Certification (advantageous)
• Relevant IT diploma (advantageous)
• ITIL Foundation (advantageous)
• Operating Systems: Proficiency in Windows 11, macOS.
• Active Directory & Group Policy: Managing user authentication, permissions, and security settings.
• Networking: Understanding TCP/IP, VPNs, and Wi-Fi troubleshooting.
• Remote Desktop & Troubleshooting: Using tools like SCCM, WDM, Intune, JAMF.
• Customer Service & Communication: Helping users resolve issues efficiently while maintaining professionalism
• Network +
• 3 -5 Years within an IT Desktop Support environment (Level 2 minimum
• Degree or Diploma and required Certification with 3 to 5 years related experience.
• Drivers license