Introduction
MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.
Junior IT Technician (Durban)
Duties & Responsibilities
Job Description
• Provide first line support where possible, and pass on to the appropriate person, department or vendor for resolution.
• Adhering to company processes and procedures.
• Respond to all calls received; keep staff/students informed of the status of logged calls, global problems or down time.
• Maintain a professional image at all times.
• Work effectively as part of a team and seek to support the team’s goals.
• Continuous broadening of own technical, functional, and industry skills base.
• Engaging in formal and informal knowledge transfer.
• Performing related work as required.
• Building good relationships with staff/clients.
• Keep all relevant staff informed of any perceived trends, positive or negative, with regards to emails being received.
• Update team leader or operations manager immediately of any unresolved issues, escalations and general issues.
• Be able to diagnose hardware and software related issues relating to desktop support.
• Ensuring that response times are kept within the parameters set in the SLA.
• Reporting status to management – identifying problems and bringing them to the Managers attention with sufficient lead time to avert crises.
• Perform administration duties and ensure documentation is updated and completed on time.
Desired Experience & Qualification
Qualifications
• A or N certification or MCSE
Experience
• Service desk agent experience 1-2 years
• Support Technician experience 1 – 2 years
Desirable
• Microsoft Windows support and installation 1 – 2 years
• Peripheral Support
Job Related Knowledge Required
• Service quality orientated
• Process and process driven
• Patient and diplomatic
• Customer focused
• Ability to follow instructions
• Team Player
Additional Requirements
• Must be available during weekends and after hours to attend to urgent IT issues that arise