Service Technician

Recruiter:

Recru-it

Job Ref:

PE011209/LM

Date posted:

Monday, May 19, 2025

Location:

Capetown, South Africa

Salary:

market Related Monthly

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

Ticket Management

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

Client Engagement

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

People Engagement

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.

Qualifications, Knowledge and Experience

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

Ticket Management

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

Client Engagement

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

People Engagement

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.

Qualifications, Knowledge and Experience

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

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