Support IT Technician / Engineer

SUMMARY:
Do you enjoy being the go-to contact for customers, helping people and tackling technical issues head-on?

We require a confident, responsive individual that is ready to dive into being a motivated tech-savvy Support Technician

If you’re eager to grow your IT knowledge and make a real difference in a fast-paced support team, this could be your next great career move.

POSITION INFO:
REQUIREMENTS

• Matric plus 1 years demonstrable experience
• Proficient in customer service and managing and supporting IT technical issues
• Basic understanding of Microsoft Windows, servers, Office365 and hardware support, ideally with a relevant qualification
• Strong customer service skills, with a focus on delivering a positive experience for every client
• Good team worker and internal collaborator
• Ability to adapt quickly to new technologies, processes, and tools
• Good time management and prioritisation skills
• Able to work collaboratively with other departments
• Experience working to SLA’s
• Exposure to ITIL frameworks and best practices
• Empathetic, Passionate, Collaborative and Results Focused

• Basic troubleshooting support for clients, helping them resolve common issues related to products or services
• Guidance on product features, usage instructions, common troubleshooting steps
• Identify recurring issues, report trends to management & improve customer experience
• Escalating issues to line manager and stakeholders to facilitate resolution
• Documenting client interactions and issues, ensuring clear and accurate records
• Coordinate with vendors and third-party providers to resolve issues
• Ensure all faults are dealt with in SLA and have full notes to support activity undertaken
• Suggest improvements for ways of working and help in developing Policies and Procedures