Senior Desktop Support Technician (Tier III)

Data Centrix; Durban; On-site; ZAR 250,000 - 350,000; Full time

Job summary

A leading IT service provider in Durban seeks a skilled technical support professional to diagnose and resolve complex issues for end-users. You will install, configure, and maintain systems while contributing to training materials and collaborating with team members to enhance support processes. Ideal candidates will have a strong IT background and excellent communication skills.

Qualifications

• Minimum of 5 years EUC technical support experience.
• 3+ years IT experience with client, server, and network service delivery.
• Ability to explain complex IT concepts in simple terms.

Responsibilities

• Diagnose and resolve complex computer issues onsite.
• Install, configure, maintain, and troubleshoot workstations.
• Document and review best practices to improve processes.

Skills

EUC technical support

IT experience

Cisco Webex knowledge

Windows 10 knowledge

Office 365 knowledge

Firewall configuration

Good communication skills

Education

IT Diploma (NQF Level 5)

ITIL Foundation

CompTIA A+

CCNA (advantageous)

Tools

MS 365 Modern Desktop Administrator

Imaging Tools

Windows Server 2012

Windows Server 2016

Job description

Minimum Requirements

Qualifications

• Matric coupled with an IT Diploma (NQF Level 5)
• ITIL Foundation or Higher
• CompTIA A+
• CompTIA N+
• Microsoft Certified Desktop Support Technician | Microsoft Certified Systems Engineer | Microsoft Certified IT Professional OR Equivalent
• Apple Certified Systems Administrator (ACMT)
• CCNA (advantageous)
• MS 365 Modern Desktop Administrator (advantageous)
• HDI Desktop Advance Support Technician (advantageous)

Skills | Experience

• Minimum of 5 years EUC technical support
• 3+ years IT experience with client, server and network service delivery
• Knowledge of Cisco Webex platform (1 - 2 years)
• Knowledge of Windows 10 and Windows 11
• Knowledge of Imaging Tools
• Knowledge of Office 365, Anti-Virus and Malware Tools
• Network knowledge: Router configuration, Firewall configuration, Wireless configuration, etc.
• Server knowledge: Windows Server 2012 & 2016
• Ability to explain complex IT concepts in simple terms
• Good communication and collaboration skills

Responsibilities

• Diagnose and resolve complex computer issues onsite, recommend and implement solutions, including offsite repairs for remote users, and provide escalated support for Tier II Technicians.
• Install, configure, maintain, monitor, and troubleshoot end-user workstations, hardware, and software to meet service level requirements. Develop and maintain high-quality images for team use.
• Contribute to testing, developing training materials, MOPs, and SOPs for new products and services.
• Create and update FAQs, document solutions, maintain knowledgebase, and review and ensure quality of knowledgebase content. Participate in training and development for team members.
• Collaborate with internal support teams or vendors, escalating issues as needed.
• Document and review best practices to improve processes.
• Analyse trouble ticket statistics to identify and resolve trends.
• Research end-user devices for standardisation and ensure timely issue resolution to meet SLA and XLA targets.