IT Support Technician

Duties And Responsibilities
• Ensure calls are recorded in the CRM system, accurately documented and categorised
• 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.
• To 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.
• To support users remotely as well as onsite as directed.
• Support users in the use of computer equipment by providing necessary training and advice.
• To 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.
• Be responsible for latest security AV as well as all relevant patches.
• Keep an asset register for all company IT hardware/software, telecomm systems and PABX systems.

Minimum Requirements
• Grade 12
• Minimum A+ N+ or similar preferable
• A minimum of 1-2 years’ experience as an IT Infrastructure support technician.
• Microsoft Certified Solutions Associate (MCSA) essential (transcripts will be requested)
R15 000 - R20 000 per month