We’re looking for a highly capable Services Technician to join our IT support team. In this role, you’ll deliver 2nd Level Application and Technical Support to clients both onsite and remotely. You’ll take ownership of end-user incidents and requests—resolving issues related to devices, operating systems, and business applications—while maintaining strong communication and adherence to SLA timelines.
Key Responsibilities
Technical Support
- Provide remote and onsite technical support to end-users.
- Support Windows and Apple Mac OS environments, MS Office Suite, and business applications.
- Deliver VIP-level support to executive users.
- Troubleshoot software and hardware incidents, performing root cause analysis and resolution.
- Collaborate with vendors and internal teams to resolve complex issues.
Ticket Management
- Manage incidents and requests via the ITSM tool.
- Maintain accurate and up-to-date ticket information.
- Ensure timely resolution of tickets in line with SLAs.
- Escalate issues where necessary and follow up until closure.
Client Engagement
- Communicate effectively with stakeholders, users, and management.
- Keep users informed of progress, priority changes, and resolution timelines.
- Confirm satisfaction with resolutions prior to ticket closure.
Qualifications & Experience
- Minimum 5 years’ experience in an IT Desktop Support environment.
- Matric and Degree or relevant Diploma in IT or related field.
- CompTIA A+ and Network+ certifications required.
- MCSE / MCSP, Apple Mac Certification, ITIL Foundation, or relevant IT Diploma – advantageous.
- Valid Driver’s License required.
Desired Skills:
- desktop
- windows
- Mac
- ITSM
Desired Qualification Level:
- Degree
About The Employer: