Desktop Support / Helpdesk (Level 1) (CPT Onsite)

Datafin IT Recruitment; Cape Town; On-site; ZAR 180,000 - 230,000; Full time

Job summary

Datafin IT Recruitment in Cape Town currently seeks a Desktop Support / Helpdesk (Level 1) professional to join their client-focused team. A valid driver's license and reliable vehicle are required as visits to client sites are part of the role.

You will resolve calls at 1st/2nd level, log and update tickets in real time, and ensure incidents are handled within SLA. The role includes proactive selling of solutions and maintaining knowledge base entries.

Qualifications

• Windows, Windows Server, and Desktop knowledge.
• Active Directory and Networking fundamentals.
• Experience with mail servers (MS Exchange) and SQL/web servers a plus.
• Familiarity with network protocols (SMTP/HTTP/POP3) and basic hardware RAID.

Responsibilities

• Resolve calls escalated to 2nd level and meet SLA.
• Log, track, and update calls in real time; support incident and change management.
• Provide support to internal relationships; monitor Nagios alerts 24/7.
• Follow up with assignees and customers; document resolutions.
• Assist in upselling solutions based on customer needs and configurations.

Skills

Windows

Windows Server

Active Directory

File Services

SUS Services

MS Exchange

MS SQL Server

IIS

IAS Server

ISA Server

TCP/IP

Routing & Switching

SMTP

HTTP

POP3

Packet Sniffing

802.1x wireless

Authentication

Server Hardware

RAID concepts

Education

Relevant Courses

Job description

ENVIRONMENT:

A dynamic Cape Town based IT company providing systems development, consulting and project management require a Desktop Support / Helpdesk (Level 1) person to join their team. A valid drivers and reliable vehicle is required as the suitable candidate will be required to visit clients.

DUTIES:

Resolve all calls escalated to 2nd level by internal / external key relationships -

• Responsible for all calls that 1st level support cannot resolve.
• Includes incident and change management (new sales) calls.
• Resolve within SLA.
• Follow up with customer.
• Update system in real time.
• Resolve issues relating to monitoring and system alerts – include in ALL.
• Assign to 2nd level support if cannot resolve.
• Use and update the knowledge base of the system.

Support to internal key relationships -

• Follow up with assignees, customers, and 3rd party.
• Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).
• Create relevant notes associated with the logged call.
• Update knowledge base.

Proactive approach to selling solutions to customers -

• Awareness of customer configuration.
• Listen to needs and identify opportunities.
• Sell in appropriate service or product.
• Utilise sales template provided.
• Be accountable for many hours of billing to cover this positions costs.

Relieve 1st level support when required -

• React to incoming calls by answering the phones when 1st level is unavailable.
• Monitor queue for new emails received and monitor inbox emails.
• Monitor alerting systems and follow escalation procedure.
• Log calls.
• Update the system in real time.
• Accountable for the follow up and quality closure.
• Actively monitor the incident and change requests for warnings and breaches.
• Get an ETA from the Assignee and add a note describing the reason for breach.
• Create relevant notes associated with the logged call.

REQUIREMENTS:

• Relevant Courses which enable the individual to complete their work.
• Working knowledge of all the skills below are preferable but not essential:
• 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
• Basic 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.