Helpdesk Support Agent (Tier 2) – CT

Educational Requirements:
Matric
Completed Relevant IT Degree or Diploma or relevant certificates (Must have)

Experience Requirements:
Must have at least 4 years’ experience
Must have good communication skills (written & verbal)
Must be able to communicate effectively telephonically
Must be attentive to detail, analytical & able to problem solve
Must be proficient in Microsoft office
Must have experience with:
Windows:
Windows Server and Desktop
Active Directory
File Services
SUS Services
MS Exchange 2012, 2010, 2007, 2003
MS SQL Server
IIS
IAS Server
ISA Server
Networking / Security:
TCP/IP
Routing and Switching
Understanding of Common Application Protocols, namely, SMTP, HTTP, POP3 etc.
Ability to trouble shoot using packet sniffer.
Understanding of wireless networks with 802.1x.
Authentication
Hardware:
Basic understanding of latest server technology
Understanding of Raid levels
Understanding of software and hardware Raid
Trouble shooting hardware problems
Must have own transport & valid license

Responsibilities:
Assisting clients telephonically
Troubleshooting technical queries telephonically
Attending to technical queries via email
Ensuring timeous resolutions regarding queries within SLA service levels
Ensuring systems are proactively managed
Relieve 1st level support when necessary
Following up with the customer
Logging calls systematically
Assign to 3rd level support if necessary
Updating knowledge base if necessary
Assigning priority of calls
Responsible for the follow up & closure of calls
Monitor change requests for warnings & breaches
Ensuring satisfactory turnaround times regarding queries
Assisting colleagues with troubleshooting queries
Travelling to clients and resolving technical issues if necessary
Assisting clients with server & networking support issues
Handling of complaints
General admin

Additional:
Salary R16 000 – R20 000 CTC per month
Must have a clear crim record
Must have own transport and be willing to travel to clients if / when needed

Location: Cape Town – City

REGRET: ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED