Technician: Helpdesk (Midrand) at Mustek Limited

Purpose:

• The Helpdesk Technician is primarily responsible for providing technical support and advice to customers (internal and external) via the telephone.

Responsibilities:

• Accurately allocate on site tickets to the relevant technician/branch/contractor within 30 minutes of call received.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.

Requirements
Qualification and Experience:

• Grade 12
• CompTIA A+ (N+ will be an advantage)
• Qualifications on multinational products will be of an advantage
• 3 years technical repairs and helpdesk experience
   

Skills and Knowledge:

• Good knowledge of general administrative and internal processes
• Knowledge of ICT industry
• Product offering software and hardware technical knowledge
• Customer Service
• Basic computer literacy especially in Microsoft applications skills
• Problem solving skills (analytical)
• Good communication skills (verbal and written)
• Technical skills and problem analysis