The position requires the individual to be responsible for first line Applications and Hardware support within the company environment. They will Work without supervision and be able to prioritize workload. They will identify problem areas and provide solutions and ensure SLA's are met.

Key Responsibilities:

Providing high quality telephonic and remote support that will aid in the timeous resolution of IT incidents.
Providing excellent customer service inclusive of ownership; excellent and continual communication to the user, prompt first responses and being responsive to the users' needs and issues.
Prioritizing numerous issues of varying severity and varying service levels and dealing with them accordingly.
Taking ownership of and accurately and comprehensively updating the helpdesk call with any and all notes pertinent to the incident.
Logging and managing support incidents with internal and external 3rd tier support teams.
Generate reports for management to determine workload trends and system issues.
Perform daily system health checks and report on status.
Collaborating extensively with peers and other teams within client IT Operations to drive problem resolution and contribute to a growing knowledge network.
Showing initiative and being proactive in finding ways to work smarter.
Showing commitments by furthering own knowledge of work related topics and/or other products.
Completing other duties as assigned by Manager.
Attending any training that has been scheduled and if included successfully completes the assessments that accompany it.
Actively contributing to process improvement.
Education/ Experience:

Matric.
Tertiary IT qualification.
ITIL certification advantageous.
Certification in: A+, N+, MCSE
At least Five years’ experience supporting the following Microsoft technologies: Microsoft Operating systems (OS) e.g. Windows, Microsoft Office.
LAN and hardware support experience essential.
Using remote access tools to do fault determination.
Use monitoring tools that are available.
Excellent oral and written communication skills.
Excellent problem solving skills.
Self-starter, with ability to work independently.
Competencies:

Excellent organizational and planning skills.
Exceptionally good verbal and written communication skills.
Must be quick on their feet and quick to think of solutions to the problems.
A good knowledge about IT concepts, applications and operating systems.
A good knowledge about customer service and support ethics.
A good knowledge about computer hardware.
Keep up to date with the technological developments in the ICT and customer care industry.
Knowledge and/or experience in Microsoft operating systems configuration, troubleshooting and support.