Job Summary:

The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to clients both onsite and remotely.

The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.

Responsibilities:

Technical Support

• Provide remote support to end users.

• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.

• Provide VIP support to clients executive members

• Troubleshoot software and hardware related incidents and requests remotely.

• Perform application troubleshooting and support as per incidents and requests.

• Work with vendors and internal resources to facilitate resolution of incidents and requests.

Ticket Management

• Respond to Incidents and requests assigned via the ITSM Tool.

• Ensure Ticket updates are current, and end users informed of progress.

• Respond to and Resolve incidents within SLA.

• Assess, review and resolve assigned tickets within stipulated SLA.

• Escalate tickets where applicable.

Client Engagement

• Communicate effectively with relevant Stakeholders including team members and Management.

• Liaise with end users to effectively reach resolution on incidents and requests.

• Keep users informed of priority changes and timing of resolutions.

• Follow up with users to confirm that resolutions met requirements before closing the ticket.

Qualifications

• Matric and a relevant qualification

• Valid Drivers License
• Willingness to travel extensively (including overnight stays when required)
• Able to work after hours and over weekends when required
• At least 3 years of desktop support experience
• Must have prior experience with Microsoft Intune, Microsoft Endpoint Configuration Manager and Microsoft 365
• Must have prior experience with Dell desktops
• Experience in documentation and standard operating procedure development
• Ability to work independently and handle a range of unexpected challenges
• Detail-oriented with a proactive approach to problem-solving.
• Flexible and adaptable to changing circumstance