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
- 5 Years experience within an IT Desktop Support environment.
- Matric and Degree or relevant Diploma and required Certification with 5 years related experience.
- A+
- MCSE / MCSP (advantageous)
- AppleMac Certification (advantageous)
- Relevant IT diploma (advantageous)
- ITIL Foundation (advantageous)
- Network +
- Drivers license
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