Support Technician

NTT Data; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading technology services provider in Johannesburg seeks a Services Technician to provide 2nd level application and technical support to end-users. Responsibilities include troubleshooting, ticket management, and client engagement. Candidates should have at least 3 years of desktop support experience and familiarity with Microsoft Intune and Microsoft 365. Flexibility for travel and after-hours work is essential.

Qualifications

• At least 3 years of desktop support experience required.
• Must have prior experience with Microsoft Intune, Endpoint Configuration Manager, and Microsoft 365.
• Willingness to travel extensively including overnight stays as needed.

Responsibilities

• Provide remote support to end users including VIP clients.
• Troubleshoot software and hardware related incidents remotely.
• Respond to and resolve incidents within SLA.

Skills

Desktop support

Microsoft Intune

Microsoft Endpoint Configuration Manager

Microsoft 365

Troubleshooting

Documentation

Problem-solving

Client communication

Adaptability

Education

Matric and a relevant qualification

Tools

Dell desktops

Job description

Job Summary

The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients both onsite and remotely.

The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.

Responsibilities

Technical Support

• Provide remote support to end users.
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to clients executive members.
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests.
• Work with vendors and internal resources to facilitate resolution of incidents and requests.

Ticket Management

• Respond to Incidents and requests assigned via the ITSM Tool.
• Ensure Ticket updates are current, and end users informed of progress.
• Respond to and Resolve incidents within SLA.
• Assess, review and resolve assigned tickets within stipulated SLA.
• Escalate tickets where applicable.

Client Engagement

• Communicate effectively with relevant Stakeholders including team members and Management.
• Liaise with end users to effectively reach resolution on incidents and requests.
• Keep users informed of priority changes and timing of resolutions.
• Follow up with users to confirm that resolutions met requirements before closing the ticket.

Qualifications

• Matric and a relevant qualification
• Valid Drivers License
• Willingness to travel extensively (including overnight stays when required)
• Able to work after hours and over weekends when required
• At least 3 years of desktop support experience
• Must have prior experience with Microsoft Intune, Microsoft Endpoint Configuration Manager and Microsoft 365
• Must have prior experience with Dell desktops
• Experience in documentation and standard operating procedure development
• Ability to work independently and handle a range of unexpected challenges
• Detail-oriented with a proactive approach to problem-solving.
• Flexible and adaptable to changing circumstance