Service Desk Technician Tier 1

Job category : Helpdesk and Technical Support

Location : Randburg

Contract : Permanent

Remuneration : Market Related

EE position : Yes

Introduction

TRACKER requires the services of a Service Desk Technician based in the Technology Department at our Johannesburg Head Office.

The incumbent will be responsible for providing technical support in a user environment.

Skills required include problem-solving abilities and effective communication with users of varying technical proficiency.

Responsibilities include troubleshooting, resolving, and documenting user help requests related to desktop, laptop, mobile, network, and peripheral issues.

Key Duties and Responsibilities

1. Adhere to SLA for internal/external customers.
2. Ensure compliance with call logging processes.
3. Report and escalate incidents as per procedures.
4. Assist with ad hoc departmental tasks.
5. Escalate work orders to appropriate resources.
6. Provide consistent feedback and follow-up on incidents.
7. Communicate outages to affected staff as necessary.
8. Serve as first-line support for all logged incidents.
9. Ensure compliance with workstation and network standards.
10. Follow all processes and procedures diligently.

Behavioural Competencies

• Analytical thinking
• Verbal and written communication skills
• Ability to learn quickly
• Troubleshooting and problem-solving skills
• Ability to work under pressure
• Interpersonal skills
• Quality of work

Special Requirements

• Willing to work extended hours
• Willing to travel

Minimum Requirements

• 3 years' experience in a customer service-related environment
• Microsoft Certified Systems Engineer (MCSE) or Microsoft Certified Professional (MCP)
• Knowledge of Networking: LANs/WANs, TCP/IP, VoIP, DNS, HTTP, Wireless Networks, Active Directory Domain Controllers
• Hardware skills: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors