Desktop Engineer I - Cape Town at iOCO

What you’ll do:

• Remote user support to users across 125 stores (South Africa and Namibia)
• General support of end-user computing for hardware, networking, printing, application, OS and boardroom equipment
• Set up and preparation of hardware for distribution to users.
• Achieve expected SLA and quality requirements and KPIs to support client contract objectives.
• Excellent verbal communication to deliver remote or telephonic support.
• Effective time and call management to support contractual objectives.
• Effective use of Call Management systems and tools to effectively measure delivery of services.
• Ensure effective resolution of calls within agreed timelines at expected service quality.
• Timeous escalation to ensure resolution within agreed timelines.
• Frequent and appropriate communication with users’ resolution of the progress of incidents and requests

Your expertise:

• 5-7 Years of IT Experience in remote End User Support
• Must be experienced in Microsoft environment, practical approach, IT generalist.
• Experience in Network Support

Qualifications required:

• National Senior Certificate/ Matric/ N3
• A+ & N+
• MCSE
• Hardware Certifications are advantageous.
• Mobility Support qualification
• ITIL
• Customer support soft skills