Onsite Desktop Engineer - Bellville

First Technology Pty Ltd; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

First Technology Pty Ltd is seeking an IT Support professional to assist end users with Windows endpoints, Office 365, and desktop hardware. The role emphasizes strong troubleshooting skills, adherence to SLAs, and clear communication with customers during incidents and escalations.

The candidate should be comfortable using N-Central (Nable) for asset and incident management and capable of providing basic training to users. Onsite work in the Western Cape region is expected.

Qualifications

• Experience with Windows endpoints and Microsoft Office products in a support role.
• Ability to follow procedures and escalate to onsite team lead when required.
• Strong troubleshooting methodology with minimal assistance.

Responsibilities

• Create and manage incidents in the Service Desk daily and document steps to resolve.
• Collect required information for each logged incident and determine urgency and impact.
• Provide resolutions or escalate to appropriate teams or Operations Managers as needed.
• Assist customers across multiple environments and work independently.
• Utilize knowledge base resources to resolve issues and meet SLA timelines.
• Provide basic training on computer operation to end users.
• Maintain accurate records and ensure timely follow-up on issues.

Skills

Windows Endpoints

Office

Office 365

Desktop Hardware

End User Support

Troubleshooting

Active Directory

Outlook Troubleshooting

End User Training

SLA Management

Vendor Liaison

Tools

N-Central (Nable)

Job description

Role and Responsibilities
Have a level of experience and understanding in the following services:

• Microsoft Windows for Endpoints
• Microsoft Office
• Microsoft Office 365 Suite
• Desktop and Laptop hardware fundamentals

Have the ability to perform the following functions:

• Be presentable at all times and represent the value of First Technology throughout your engagement with the customer
• Excellent telephone manner and written communication
• Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to end users who may often be unhappy
• Ability to follow predefined procedures and elevate timeously to the Onsite Team Lead where required
• Ability to meet deadlines and complete tasks within SLA timeframes
• Ability to use knowledge base resources to resolve problems
• Providing basic training on computer operation and management to end users.
• Good attitude towards work and colleagues
• Consistent, prompt delivery of often common or repetitive tasks
• Strong troubleshooting and skills with a proven methodology - must be able to troubleshoot problems with minimal assistance:
• Working knowledge on Active Directory– required for the administration of user accounts and passwords
• Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet
• Strong understanding of End User hardware and software
• Strong Desktop operating system knowledge and troubleshooting
• Strong Office automation skills and knowledge using N-Central (Nable)
• Facilitating feedback on current tasks
• Ability to manage users by applying good reasoning and logic
• Create new Incidents in the Service Desk daily,
• Troubleshoot, and show descriptive steps taken to resolve along with relevant time entries
• Collect a predefined set of information for each incident logged
• Identifying urgency, impact and general timelines of the issue
• Provide the necessary resolution or escalates for assistance
• Provide the necessary escalation to various Operations Managers, where urgency or impact has been identified
• Vendor Management - act as a point of contact for both vendor and Customer and carry out the necessary coordination of tasks or simply translate the requirement for both
• Ability to provide support to multiple Customer environments
• Ability to work independently
• Following up on issues and outstanding information
• Create and update records
• Attention to detail with scheduled tasks is vital.
• Research technology changes and be able to motivate technology changes to the Client where necessary