Our client, a well-known legal firm based in Cape Town, is seeking to appoint an IT graduate as their IT Support Specialist. The specialist will be required to provide all levels of IT user support and maintenance for their computer workstation environment by resolving and troubleshooting problems, analysing requirements as well as installing and maintaining hardware and software solutions through our internal IT Helpdesk.
Requirements:
• Must have an IT degree or 3-year IT diploma.

Technical areas of responsibility:
• IT user support at all levels
• Hardware and software support at all levels
• Support for Windows environments
• Support on mobile devices
• Active Directory administration
• Microsoft Office 365 Support & Administration.
• File server administration
• Basic networking support

Duties and Tasks/Essential Functions:
• Deliver IT support and services to staff.
• Interact with users to provide and process information in response to problems inquiries and requests about IT and all IT support.
• Diagnose and resolve technical hardware and software issues from level one through level three.
• Research required solutions via any means necessary.
• Follow standard processes and procedures.
• Identify and escalate priority issues when needed.
• Redirect problems to appropriate resource.
• Offer alternative solutions where appropriate and be able to think of creative solutions.
• Identify recurring problems and work on resolving them at the source.
• Resolve technical problems, detect patterns of issues, and coordinate with IT staff regarding persistent problems.
• Organize ideas and communicate appropriately to users.
• Follow up and make scheduled call backs to users where necessary. Follow up with users.
• Stay current with system information, changes and updates.
• Document issues.

Knowledge, Skills and Attributes:
• Ability to establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Solutions oriented with good problem-solving skills
• Maintains a professional approach at all times
• Results driven and proactive
• A strong attention to detail
• A Team player who is willing to assist other IT staff in troubleshooting difficult or time-sensitive problems
• Self-motivated, accountable and willing to take initiative
• Maintain your knowledge and expertise by learning new and evolving technologies – keep up-to-date
• Hands on approach
• A professional phone etiquette.
• Excellent written, verbal and oral communication skills
• Knowledge of relevant software applications and equipment
• Able and willing to work outside of office hours or on weekends if required
• Exemplary Attendance and Punctuality
• Deadline oriented and able to work well under intense pressure
• Problem solving and analytical thinking ability