It Technician

Crayon Technologies Ltd; Durban; On-site; ZAR 30,000 - 45,000; Full time

Job summary

A leading company in technology solutions is seeking a skilled Service Desk IT Technician to manage support tickets and deliver exceptional customer service. The ideal candidate will possess 2-3 years of experience in troubleshooting and relevant certifications, ensuring clients receive timely and efficient support. Responsibilities include ticket management, onsite assistance, and proactive maintenance, all while fostering positive client relationships.

Qualifications

• 2-3 years of industry experience in troubleshooting.
• Experience in email, phone, and onsite support.
• Proactive mindset and calmness under pressure.

Responsibilities

• Manage support tickets with professionalism and accuracy.
• Provide onsite support and maintain detailed service tickets.
• Collaborate for proactive maintenance and customer satisfaction.

Skills

Problem-solving

Customer focus

Collaboration

Attention to detail

Education

Certifications A+ and N+ or equivalent

Tools

VMware

Microsoft Office

Windows Server

Job description

In this high-impact support role, the Service Desk IT Technician is responsible for handling both scheduled installations and urgent technical issues, aiming to resolve problems at first contact wherever possible.

Working through support tickets, they either resolve issues directly or escalate them efficiently to the appropriate team.

They also assist in sales-related technical support when needed.

Success in this role hinges on strong troubleshooting skills, a customer-first mindset, and the ability to balance independence with effective teamwork.

What you'll do

1. Ticket handling like a pro: Dive into your assigned tickets, ensuring clarity of scope—no assumptions, no surprises. Ask questions if anything is unclear. Log incidents accurately, prioritize smartly, and understand the issue before acting. Keep an eye on your service board for progress. Work within SLA limits, escalate when necessary, and maintain professionalism in all interactions. Keep clients informed with regular updates, flag urgent tickets, and share critical issue statuses with the Account Management team. Collaborate with team members to manage workload and support scheduled tasks.
2. Onsite support: Double-check your toolkit—hardware, software, everything—before heading onsite. Deliver support smoothly and on time, keeping everyone informed. Keep service tickets detailed and complete, ensuring all info is accurate before billing and closing.
3. Proactive maintenance: Address routine issues proactively, upskill regularly, and monitor RMM alerts to resolve issues before clients notice. Work collaboratively to keep ticket queues flowing and update internal documentation to share knowledge.
4. Customer relationship management: Represent the brand positively, respond promptly and professionally, build trust with clients, and seek opportunities to enhance satisfaction. Collaborate with colleagues to delight clients and resolve recurring issues by involving the Sales Team for scalable solutions.
5. Additional responsibilities: Identify process gaps or upgrade opportunities, suggest improvements, and adapt to evolving business needs. Follow company procedures to ensure consistent, excellent service.

What you'll need

• Minimum of 2-3 years relevant industry experience in troubleshooting via email, phone, and onsite support.
• Relevant certifications such as A+ and N+ or equivalent.
• Experience with VMware, Mac Workstations, Microsoft Office, Internet Connectivity, Networking, Windows Server, Exchange, cloud services, SAN, and related areas.
• Personality traits include problem-solving, patience, customer focus, calmness under pressure, attention to detail, adaptability, collaboration, enthusiasm for tech, proactive mindset, and accountability.