Technician (IT & Desktop Support)

SUMMARY:
The Technician: IT & Desktop Support is responsible for providing desktop support to all the company’s business end-users.

POSITION INFO:

Job purpose:

The Technician: IT & Desktop Support is responsible for providing desktop support to all the company’s business end-users. This 1st line support involves resolving or escalating to the correct personnel, all end-user IT problems related to desktop, telephony, MS Teams platform, remoted-networking, VPN, network, printing, application support and communications equipment. The movement of any IT assets is to be documented appropriately.

Identity & Access Management:

Administer and maintain identity and access management across all applications. Provide Help Desk support to users.

First Line Support:

Perform 1st line Help desk support for queries related to all applications, data, networks, security, telephony, MS Teams platform, remoted-networking, infrastructure and telephony

Walk In Support:

Perform 1st line walk in support for queries related to all applications, data, networks, security, infrastructure and telephony

Key Performance Areas

Provide End User Support, Trouble Shooting and PC Maintenance

• Attend to end user calls for desktop PC, telephone, network, business applications and printer maintenance that have been logged via the service desk.
• Escalate problem tickets to the right person in case of complex problems.
• Setup, configure and install end user desktop equipment, cabling and business applications
• Manage customer expectations and build strong internal relationships with end users

Performance optimisation

• Assist Senior Service Desk Representatives with the identification and documentation of fixes to common and recurring problems
• Identify opportunities for improvements to processes and procedures in IT and make recommendations accordingly
• Respond to and log incoming calls on the HEAT Helpdesk System during peak periods

Document Management

• Obtain the relevant source documentation and process requests in accordance with approved procedures
• Electronically file all access request documentation and IT asset issue forms (X3 and associated forms)
• Record any movement of IT related assets and communicate to the Asset Controller (Finance) in a timely manner.

Preferred Minimum Education and Experience

• Senior Certificate
• Certificate in PC maintenance
• A+ and N+ Certificate
• 1 - 3 years’ experience in a formal IT environment
• Microsoft 365 Fundamentals or Microsoft 365 Administrator

Critical Competencies

• Technical professional who provides support for users of Microsoft 365, including applications like Teams, OneDrive, and Exchange Online.
• Able to handle troubleshooting, configuration, and deployment of devices and software, as well as resolving issues related to the Microsoft 365 environment.
• Assisting users with remote access and collaboration tools like Teams.

Additional Requirements

• Knowledge/Experience of Business Environment

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