Job Description:

To provide professional monitoring, escalation and intervention service for the customer. Identify and escalate system issues that affect the quality of service to the relevant standby engineer. Conduct fault finding exercises as requested by standby engineer. Ensure all escalations are carried out timeously and effectively and to the satisfaction of the customer.

Responsibilities:

• Provide helpdesk and desktop support, including software and hardware support:
• Log and manage service requests
• Enforce IT policies regarding hardware/software pertaining to users
• Adherence to standards of PC/Server/Hardware/Software
• Installing and configuring new equipment and upgrading existing systems
• Testing, repairing and maintaining equipment
• General IT Support
• Escalate problems should it be required
• Responsible for all desktop related administration.
• Working effectively as part of a team and seeks to support the team goals
• Broadening own technical, functional, and industry knowledge
• Performing related work and ad-hoc duties as required
• Provide accurate and timeous updates to your team leaders as well as to the customer
• Generate monthly reports on captured, completed and outstanding requests
• Liaising with the client on the progress of service request

Pre-requisite Qualifications:
• Matric Essential
• A+, N+, MCSE, or equivalent technical qualification

Experience and Technical skills

• At least 2 - 4 year technical support experience, desktop support
• Good working knowledge and understanding of computer systems and technologies
• Advance knowledge of MS Office (Excel, MS Word, Outlook)
• Advance knowledge and experience with request logging and tracking applications
• Good interpersonal and communication skills
• Good working knowledge of MS SQL
• Must be customer oriented
• Administration experience

Behavioural skills:

• Reliable, ability to work under pressure
• Able to work independently and is self-driven
• Take personal responsibility for meeting delivery deadlines
• Assist team members with reaching delivery deadlines
• Must be a team player
• Must pay attention to detail
• Strong verbal and written communications skills
• Good communication skills to work with many different departments within the company including support, consulting, product management, etc.