As an IT Support Technician, you will be responsible for providing technical assistance and support to our internal users, ensuring their computer systems and applications are functioning effectively and efficiently. You will play a critical role in troubleshooting hardware and software issues, resolving technical problems, and maintaining a high level of customer satisfaction.
Key Responsibilities:
- Assist with troubleshooting hardware and software issues for end-users.
- respond to service requests in a timely manner. Install, configure, and troubleshoot computer hardware, software, networks, printers, and other IT equipment.
- Log and track support requests using connect (Zendesk)
- Escalate issues to the IT Support Team Leader and infrastructure teams as necessary.
- Assist in maintaining accurate and up-to-date documentation of hardware and software assets.
- Provide training and support to end-users on various hardware and software applications. Guide users on best practices, troubleshoot user-related issues, and offer advice on maximizing system efficiency.
- Assist in preparing and installing equipment and software for new employees.
- Customer Service: Deliver exceptional customer service by listening to clients’ concerns, addressing their needs, and ensuring a positive experience.
- Perform all duties with strict adherence to PCI DSS, GDPR and POPI standards.
- Ensure that the asset register is kept up to date and perform required inventory duties.
- Perform other related duties as assigned by the IT Support team leader and IT Manager.
Requirements:
- Required: 3+ years’ experience in IT support, Desktop support or a similar role.
- Required: 3-year IT Diploma OR CompTIA A+ and N+ certified OR MCSE certified
- Networking knowledge of TCP/IP, DHCP, DNS, HTTP, HTTPS
- Strong knowledge of computer hardware, operating systems, software applications, and network infrastructure
- Experience with Microsoft Windows desktop operating systems and desktop software installation, troubleshooting, support & maintenance
- Excellent technical knowledge of common desktop and network operating systems and hardware
- Highly organized and self-disciplined
- Excellent problem-solving and analytical skills, with the ability to quickly identify and resolve technical issues.
- Excellent communication skills (written & verbal)
- Ability to work well under pressure and prioritize tasks effectively.
- Strong attention to detail and ability to multitask.
- Must be able to work after hours on request or on a rotational basis.
- Carry out any other duties and responsibilities as may be assigned by the company from time to time.
- Must have drivers license and own transport.
Working Conditions:
- This job operates in a fast-paced professional office environment.
- After hours callouts may be required from time to time
- May be required to work standby
Desired Skills:
- Customer Service
- IT Support
- Networking