IT/ Computer

IT Helpdesk Technician

Full Time

Candidate Responsibilities will include:

As an IT Helpdesk Technician the candidate will be required to resolve assigned support incidents within SLA, this will include remote, telephone support. Effective communication to team leaders and end users.  The candidate must be able to provide remote support to customers by means of remote support tools and telephonic assistance.
Ensure all calls logged via the service desk a prioritised and resolved within internal SLA Deal with various outsourced suppliers and ensure calls logged are escalated prioritized and resolved within SLA

Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users.

Coordinate with vendors to resolve problems.

Add or replace memory, new keyboards, motherboards, and other components.

Set up and troubleshoot domains, user accounts and software accounts.

Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices.

Install, update, and repair software on organization systems.

Track and monitor day-to-day performance of systems, and conduct analysis with the goal of improving performance.

Respond to requests for new or configured hardware or software, and keep inventory up to date.

Troubleshoot hardware and software problems, logging problems and documenting fixes.

Identify problems with information technology system operations and provide potential workarounds.

Raise information, bug and feature requests senior support specialists.

Provide information systems technical support for routine customer issues.

Provide continuous status information to ensure customer satisfaction.

Initiate customer contact, escalate to appropriate parties and resolve incidents.

Answer, evaluate, and prioritize incoming telephone, e-mail, and in person requests for assistance from users experiencing technical problems.

Respond to technical issues as they arise.

Install and update desktops, laptops, peripherals, networks, and related software.

Troubleshoot all information technology issues, including software, hardware, and networking.

Candidate Minimum Requirements:

A +N +

MCSA / MCSE

2 – 3 years’ experience in Network installations and network troubleshooting

2 – 3 Years ‘experience in desktop and laptop hardware troubleshooting

2 – 3 years ‘experience in end user support within a domain environment

Extensive knowledge on Microsoft Windows 7, 8, 8.1 and 10 and the support and troubleshooting there off

Client Service driven individual

Able to work in a team

Able to work unsupervised

Work with attention to detail and according to company policy

Willing to Work overtime when required

Deadline driven

Well-spoken and able to communicate effectively

Must be able to prioritise incidents based on the severity of the incidents

Effective time management and planning

Able to handle stress well