Helpdesk / Technical Support

Talentedrecruitment; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading digital company in Gauteng is hiring for a Helpdesk / Technical Support role. This position involves managing technical calls, overseeing network operations, and acting as a ManageEngine System Administrator. Candidates should have at least 2 years of IT experience and relevant qualifications. The role also includes finance-related tasks, ensuring comprehensive support for clients.

Qualifications

• At least 2 years of experience in the IT industry.
• Training in networking and relevant IT qualifications required.
• Valid driver's license needed.

Responsibilities

• Manage inbound technical calls and troubleshoot system issues.
• Monitor and manage network venues, ensuring minimal downtime.
• Oversee ManageEngine System administration including user setups.

Skills

DHCP

SQL

Active Directory

VOIP

VMware

Customer Service

Windows

Troubleshooting

Java

VPN

SharePoint

hardware

DNS

Software Applications

Education

Matric

Relevant IT qualifications

Job description

A leading digital company is seeking a Helpdesk / Technical Support professional based in Midrand, Gauteng. The role involves managing inbound and outbound technical calls, overseeing network management, serving as a ManageEngine System Administrator, handling ad hoc tasks, and assisting with cost estimation and finance-related matters.

Responsibilities:

1. Manage inbound technical calls: Attend to all incoming technical calls on the company helpdesk within agreed service levels. Troubleshoot system and network issues remotely, diagnose and resolve hardware or software faults, and guide clients or field technicians through setup or fault resolution. Accurately document all interactions for future reference and trend analysis. Escalate unresolved issues appropriately and identify persistent faults to suggest solutions. Collaborate with team members to develop long-term solutions and establish strong client relationships. Aim to increase first-level or remote fixes.
2. Manage outbound calls: Contact priority 1 clients with offline venues/devices, and other clients as requested by management. Maintain high service quality and communicate effectively regarding the status of requests and repairs, ensuring customer satisfaction.
3. Network Management: Monitor and maintain assigned network venues. Establish contact with venues needing technical assistance, respond promptly to requests, and ensure minimal downtime. Follow up to confirm customer satisfaction and partner with other IT providers to resolve issues.
4. Manage ManageEngine System: Oversee system administration, including user setup, password management, reporting, documentation, testing new features, and system customization. Support the system's daily operations and participate in planning for growth and development.
5. Adhoc duties: Perform additional tasks as assigned by the Head of Department or CEO.
6. Cost Estimation & Finance: Create quotes, send for approval, and maintain accuracy in financial documentation.

Requirements:

• Matric
• At least 2 years of experience in the IT industry
• Training in networking and relevant IT qualifications
• Valid driver's license
• Excellent verbal and written communication skills
• Background in related field, adaptable to operational changes
• Good time management, customer service orientation, problem-solving skills
• Knowledge of IT installation, troubleshooting, and relevant applications

If you do not receive a response within 2 weeks, please consider your application unsuccessful. Vacancies are advertised on our website for updates.

Important Notice:

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Key Skills:

DHCP, SQL, Active Directory, VOIP, VMware, Customer Service, Windows, Troubleshooting, Java, VPN, SharePoint, hardware, DNS, Software Applications.

Employment Type: Full-Time

Experience: 2+ years

Vacancy: 1