IT Technician at PricewaterhouseCoopers (PwC)

Job Description

• The primary focus is to provide 1st and 2nd line technical support in a client facing environment in order to achieve high levels of customer satisfaction.

Principal Accountabilities

• Logging Incidents/Requests;
• Provide desk-side support as assigned from the Service Desk;
• Provide Walk in Centre Support, including but not limited to:
• Computer set-ups;
• Computer hardware repairs;
• Printing;
• Asset Management;
• AV/VC Support;
• Local LoS Software support;
• Network cabling;
• Deliver a professional and consistent level of service that provides resolutions within agreed deadlines;
• Promote an environment where the business receives outstanding client service;
• Assist with Support documentation review and revision;
• Develop and maintain strong working relationships with key staff and managers in the business and in other teams within IT;
• Work collaboratively with Service Desk and support teams;
• Undertake service analysis, proactive service monitoring or project activities as assigned;
• Identify repeat incidents and contribute to provision of comprehensive Known Error Records and solutions articles as support tools for other support staff.

Minimum Qualifications

•  Grade 12 / Matric : Essential;  
•  Comptia A+  : Essential;
•  Comptia N+  : Essential; 
•  MS Office – Intermediate : Essential; 
•  MS Office – Advanced : Advantageous;
•   MCP / MCSA  : Advantageous.  

Experience and Key Skills

• 2 - 3 years general IT experience;
• Enthusiastic and Interested in the IT field;
• Understanding and proven ability to support IT end users;
• Clear, courteous telephone manner;
• Excellent verbal and written communication skills;
• Task prioritization;
• Self-motivated; 
• Team player;
• Work independently, accurately troubleshoot, diagnose, and resolve customer issues or requests;
• Proactive and resilient;
• Ability to handle pressure situations;
• Ability to prioritize tasks with different levels of impact and urgency;
• Ability to work unsupervised; 
• Encourage interaction;
• Support customers on all levels via email, phone and IM.