Technical Support Technician-2

Boardroom Appointments; Johannesburg; On-site; ZAR 220,000 - 300,000; Full time

Job summary

Boardroom Appointments is seeking a Technical Support Technician-2 to join the IT team in Johannesburg. The role focuses on delivering reliable desktop support, managing the IT service desk, and ensuring hardware and software updates are implemented to protect data and ensure business continuity.

The successful candidate will engage with end-users and stakeholders, resolve queries within SLAs/OLAs, and contribute to ongoing improvements in IT processes while developing personal competencies.

Responsibilities

• Drive business profitability through IT solutions, hardware and software performance and recoveries by the team.
• Increase operational efficiency and suggest cost-effective solutions.
• Deliver exceptional service by resolving queries fast and within SLAs/OLAs.
• Build objective working relationships with stakeholders, including end-users, SMEs, project managers and senior staff by providing input to business requirements.
• Respond to IT Desktop user queries promptly via logging and coordinating rapid responses.
• Ensure on-site hardware, software and peripherals updates; data protection; new system installations on standard PC, laptops, printers and mobile devices.
• Manage IT service desk and incidents to provide efficient desktop support, aligned to SLA's and agreed standards.
• Minimise system downtime through proactive monitoring and planning.
• Trend and minimise recurring problems.
• Maintain systems to ensure data integrity and up-to-date antivirus, patches, PC names and server connections.
• Provide efficient administration through planning, reporting and updating of all IT support information.
• Balance desktop conflicting priorities and develop new approaches to changing business circumstances.
• Support desktop projects or change programmes as required by business.
• Manage own development to increase competencies.
• Support peers and colleagues across IT functions through knowledge sharing.

Job description

About the job Technical Support Technician-2

Responsibilities:

• Drive business profitability in the context of cost management through Information technology solutions through hardware and software performance and recoveries by the team
• Increase operational efficiency and suggest solutions to enhance cost effectiveness
• Deliver exceptional service that exceeds customers expectations through proactive, innovative and appropriate solutions by resolving queries fast and effective and within agreed SLAs and OLAs
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SMEs, project managers and senior staff members by providing input to business requirements
• Responsible for the timeous and effective response of IT Team Desktop user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses
• Ensure on-site hardware, software and peripheral updates and repairs in the organisation and ensure System and data protection is enabled, new system installations on Standard PC, Laptops, printers and Mobile devices.
• Manage IT service desk and incidents to provide efficient desktop support, aligned to SLA's and agreed standards
• Minimise system downtime through pro-active monitoring and planning
• Ensure trending and minimisation of recurring problems
• Maintain relevant systems to ensure (amongst others) integrity of data / functionality - by ensuring Anti Virus is installed on all PC's, all patches up to date, PC names up to date, server connections accurate
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information during IT Support of hardware and software applications
• Balances Desktop conflicting priorities and develop new approaches in the light of changing business circumstances
• Support with the implementation of desktop projects or change programmes as required by business
• Manage own development to increase own competencies
• Support peers and colleagues across IT functions through knowledge sharing during desktop support