Service Desk Technician Tier 1 at Tracker Connect (Pty) Ltd

KEY DUTIES AND RESPONSIBILITES:

• Technical Troubleshooting
• End User Training
• Virus Detection, Removal & Prevention
• IT Infrastructure & Performance Tuning
• System Upgrades & Optimization
• Security, Backup & Recovery Solutions
• Technical & User Documentation
• Relationship Management
• Adherence to SLA for internal/external customers
• Ensure compliance of calls logged against the call logging process
• Reporting and escalation of incidents as per agreed procedures and processes
• Assisting with Ad hoc tasks (dept. moves etc.)
• Escalate work orders to the necessary resources for resolution
• Consistent feedback and follow-ups on outstanding incidents logged to Service Desk
• Communicate outages to affected staff as necessary
• First line support for all incidents logged with Service Desk
• Ensure compliance with workstation standard
• Ensure compliance with network standards
• Support Knowledge repository
• Ensure adherence to the call logging process
• Ensure adherence to all processes and procedures

BEHAVIOURAL COMPETENCIES

• Analytical Thinking
• Time Perspective
• Initiative
• Decisiveness
• Planning, Organizing & Control
• Customer service
• Verbal and written Communication skills
• Ability to learn quickly
• Troubleshooting/problem-solving skills
• Ability to work under pressure
• Adaptability
• Teamwork skills
• Interpersonal skills
• Support experience
• Integrity
• Customer service skills
• Quality of work

Special Requirements

• Willing to work extended hours.
• Willing to travel.

MINIMUM REQUIREMENTS

• Relevant IT qualification (Required)
• 3 Years’ Experience in customer service-related work environment
• ITIL V4 Foundation Certified (Preferred)
• A
• N
• Microsoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)
• Platforms: Windows, Mac OS X, iOS, Android
• Networking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless Network, Active Directory Domain Controllers
• Hardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
• Applications: FreshService, Microsoft Azure / Netskope, InTune, MS Office O365