Technical Support Specialist

TEMP ASSIGNMENT FOR 6 MONTHS 

JOB PURPOSE:

Responsible for managing our IT infrastructure, this will include the entire desktop environment, software/applications and networks.

MAIN ACCOUNTABILITIES

• Ensure that all the incidents / requests are responded to within required SLA.
• Provide telephonic / remote support.
• Ensure clients are kept up to date regarding their incidents and requests.
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems.
• Maintain a high degree of first-time resolution for all support queries and adhere to all service management principles as directed.
• Take ownership of end-user issues and problems and be pro-active when dealing with user issues and help them resolve any hardware or software problems.
• Ensure connectivity of IT systems and the internet.
• Support users remotely as well as onsite as directed.
• Support users in the use of computer equipment by providing necessary training and advice.
• Escalate more complex calls according to the escalation procedure keeping ownership for the duration of the problem.
• Pre-build and setup PCs/ notebooks and systems where required.

MINIMUM REQUIREMENTS

• Grade 12
• Minimum A+ N+ or similar preferable
• A minimum of 2-3 years’ experience as an IT Infrastructure support technician.
• Microsoft Certified Solutions Associate (MCSA) an advantage (even if currently busy

with studies)

• Windows 10 certification
• Office 2016/2019 and Office 365 certification an advantage (even if currently busy

with studies)

• Driver’s licence and own reliable transport essential

KEY COMPETENCIES FOR THE ROLE HOLDER:

• After hours availability
• Ability to troubleshoot and provide recommendations for resolving technical issues.
• Overtime and standby will be required on occasions; including Saturdays and Sundays if required
• Hands on approach and a willingness to learn is a must.
• Commitment to future job relevant certifications essential.
• Strong interpersonal skills - comfortable interfacing with all levels of company
• Excellent communication in English, both verbal and written.
• Well presented.

CHARACTERISTICS FOR THE ROLE HOLDER:

• Passionate and resourceful, going the extra mile.
• Ability to prioritize and work under pressure.
• Ability to work independently.
• Positive attitude, always portraying a professional image.
• Effective time management.
• Ownership of tasks and using initiative.
• Strong communication skills (written and verbal).