SUPPORT TECHNICIAN – JOHANNESBURG – GAUTENG

Tych Business Solutions; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A technology solutions provider in Johannesburg is seeking a Technical Support professional. The role involves providing remote support for Windows and Apple Mac Operating Systems, troubleshooting software and hardware issues, and managing client engagements. Candidates should have at least 5 years of experience in IT Desktop Support along with relevant certifications. This position offers the opportunity to work in a dynamic environment with various client interactions.

Qualifications

• 5 years of experience within an IT Desktop Support environment.
• Matric and a degree or relevant diploma with required certification.
• Drivers license required.

Responsibilities

• Provide remote support to end users.
• Respond to incidents and requests assigned via the ITSM Tool.
• Communicate effectively with stakeholders.

Skills

Remote support

End user software support

Troubleshooting

Client communication

Education

Degree or relevant Diploma

AppleMac Certification

A+

MCSE / MCSP

ITIL Foundation

Network +

Job description

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

• 5 Years experience within an IT Desktop Support environment.
• Matric and Degree or relevant Diploma and required Certification with 5 years related experience.
• A+
• MCSE / MCSP (advantageous)
• AppleMac Certification (advantageous)
• Relevant IT diploma (advantageous)
• ITIL Foundation (advantageous)
• Network +
• Drivers license