Desktop Support/Helpdesk

ENVIRONMENT:

A dynamic Cape Town based IT company providing systems development, consulting and project management require a Desktop Support/Helpdesk person to join their team.

DUTIES:

Resolve all calls escalated to 2^nd level by internal / external key relationships –

• Responsible for all calls that 1^st level support cannot resolve.
• Includes incident and change management (new sales) calls.
• Resolve within SLA.
• Follow up with customer.
• Update system in real time.
• Resolve issues relating to monitoring and system alerts – include in ALL.
• Assign to 3^rd level support if cannot resolve.
• Use and update the knowledge base of the system.

Support to internal key relationships –

• Follow up with assignees, customers and 3^rd party.
• Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).
• Create relevant notes associated with the logged call.
• Update knowledge base.

Proactive approach to selling solutions to customers –

• Awareness of customer configuration.
• Listen to needs and identify opportunities.
• Sell in appropriate service or product.
• Utilise sales template provided.
• Be accountable for many hours of billing to cover this positions costs.

Relieve 1^st level support when required –

• React to incoming calls by answering the phones when 1^st level is unavailable.
• Monitor queue for new emails received and monitor inbox emails.
• Monitor alerting systems and follow escalation procedure.
• Log calls.
• Update the system in real time.
• Accountable for the follow up and quality closure.
• Actively monitor the incident and change requests for warnings and breaches.
• Get an ETA from the Assignee and add a note describing the reason for breach.
• Create relevant notes associated with the logged call.

REQUIREMENTS:

• Relevant Courses which enable the individual to complete their work.
• Working knowledge of all the skills below are preferable but not essential:

ü  Windows

ü  Windows Server and Desktop

ü  Active Directory

ü  File Services

ü  SUS Services

ü  MS Exchange [Phone Number Removed];

ü  MS SQL Server

ü  IIS

ü  IAS Server

ü  ISA Server

• Networking / Security –

ü  TCP/IP

ü  Routing and Switching

ü  Basic understanding of Common Application Protocols, namely, SMTP, HTTP, POP3 etc.

ü  Ability to trouble shoot using packet sniffer.

ü  Understanding of wireless networks with 802.1x.

ü  Authentication

• Hardware –

ü  Basic understanding of latest server technology.

ü  Understanding of Raid levels.

ü  Understanding of software and hardware Raid.

ü  Trouble shooting hardware problems.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.

COMMENTS:

When applying for jobs, ensure that you have the minimum job requirements. OnlySA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to [Email Address Removed] and mention the reference numbers of the jobs. We have a list of jobs on http://www.datafin.com. Datafin IT Recruitment – Cape Town Jobs.