Mid-level IT Support Technician JHB

Location: Gauteng, Johannesburg, South Africa
Date Posted: 08-03-2018
Job Description
Job Title:
Mid-level IT Support Technician
Reports to:
Sales and Service Delivery Manager

  • Using all IT-related knowledge and skills to install new equipment at customer sites, ensuring good governance is applied at all times
  • Reviewing the IT Helpdesk and addressing and resolving second-level call that has been escalated or assigned by the Help Desk Agent
  • Resolve all first and second level calls logged by the customer’s employees
  • As a customer-facing role, there is responsibility for meeting customer satisfaction and continuous service delivery demands.
  • Responsible for escalating unresolved problems/issues/requests to the proper level 3 support team.
  • IT Tertiary qualification
  • MS Qualification
  • At least 2years’ experience as a Mid-level IT support technician
  • Preferably, working in an IT company servicing more than one IT environment
  • Strong Customer Service
Skills and Competencies:
  • Good time management.
  • Ability to multi-task.
  • Administration
  • Conflict management skills.
  • Good communication, interpersonal and listening skills.
  • Knowledge of data information management systems.
  • Ability to work under extreme pressure.
  • Flexibility and willingness to work beyond official working times.
  • Meticulous with good attention to detail.
  • Self-motivation, ability to take initiative and work without supervision.
  • Ability to work in a team.
  • Ability to work with diverse cultural and professional backgrounds.
  • Task orientation results focus and accountability.

Job Outputs and Quality Requirements:
Output Quality Requirements
Measurements: How will we measure the outputs?
Standards: What are the best practices standards for the outputs?
New equipment (printers, PC’s, Mobile phones, servers etc)
  • Using checklists supplied, load new equipment to the correct specifications, timely
    • Where checklists are not supplied create them.
  • Ensure all software in loaded correctly and in terms of Licensing Laws
  • Communicate to various stakeholders on the progress of the equipment being loaded
  • Handover new equipment to relevant person and ensure a checklist is signed by the person
  • Handle any issues that might be experiencing and address them accordingly
  • Ensure that Customer process and procedure is followed with new equipment.
Logged Calls
  • Review Call Centre regularly throughout the day
  • Answer all calls that are logged or assigned for second level support, timeously and within the procedural deadline
  • Adhere to SLA requirements of Contract.
  • Resolve level 1 calls timeously
  • Resolve level 2 calls timeously
  • Escalate level 3 calls to the correct technician for resolution
  • Follow up on open calls regularly to ensure that calls are closed within timeframes
  • Communicate back to the customer on resolution or next steps
IT Maintenance for customers
  • Using good governance, ensure the customer IT environment is kept up to date as required
  • Ensure backups run correctly daily
  • Run back up – restores monthly to ensure backups are running successfully and can be used in the case of lost data
  • Load machines for a customer using the checklists provided to ensure that it is loaded correctly.
  • Ensure printers are running properly
  • Ensure LAN and WAN is working at all times
  • Escalate any issues as required
  • Maintain Communication systems for the customer – mobile phones, telephones etc.
  • Ensure that customer Environment are patched and updated regularly:
    • Operating System, Antivirus, Other requirements.
  • Ensure that Reporting requirements for Customer sites are met.
    • Ie. Monthly reports, backup reports, AV Report any other reports required by the customer and within the required time frames.
  • Submitting Backup Reports where required.
    • Submit Job Card as required by the company before the deadline.
  • Ensure that Skill sets are kept current and relevant to customer sites and technologies within the ICT Environment.
Time Management
  • Ensure that you are at the scheduled customer within the correct time frames.
  • Assist with anything that is required by the IT department or the company and within the skill level
  • Ensure that Customer process and procedure is followed.
  • Attend department or company meetings or socials regularly
  • Adhere to Office Policies and Procedures
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