IT Field/Helpdesk Technician for Managed Service Provider

REQUIRED LEARNING Grade 12Computer Literate Microsoft Outlook/Word/Excel (Essential)A+ or equivalent job experience would be advantageous.N+ or equivalent job experience would be advantageous.General understanding of network infrastructure and firewalls would be advantageous.5 years Field Tech would be advantageous.General knowledge of desktop hardware and softwareProven experience of solving complex problems.Knowledge of relevant Technology, Products and Service.Relevant knowledge in ticketing tools.Own vehicle and valid SA drivers license Occasional field work might be required to assist with support calls.Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.Managed service provider experience (Advantageous)2 -3 years experience in:AzureMS Office 365MS Teams Sharepoint (Advantageous)KEY JOB OUTPUTS Manage the business relationship with the client to ensure mutual trust & open communicationProvides Level 2 support at the service desk.Act as escalation point for Level 1 service desk agents.Takes service calls and performs incident specific activities as directed by the Call PlannersPerforms preventative maintenance activities on certain products as directedPerform hardware and software installationsTakes routine service calls and performs basic maintenance and support.Responsible for troubleshooting, installing, maintaining and hardware break-fixProvides technical support to customer in solving technical problems that occur during the installationUses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidentsProvide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are awareMaintain SLA requirements (both internal and external)Ensure accurate completion of job cardsWork independently without supervisionUses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket.Ensure completion of ticket is within agreed SLAs.Interacts with client to gather additional info to enable faster resolutions of a ticket.Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1s Proactively identifies problems and errors before they impact a clients service.Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticketEnsures all changes are carried out with proper work/change approvals.Setup workstations and configure end-user software / hardware and upgrade existing client desktops.Monitors client infrastructure and solutions.Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.)Will be required to work standby shifts from time to time. CORE COMPETENCIES Strong client service orientation and passion for exceeding expectations.Reliable and able to produce a high quality of work.Display excellent attention to detail and the ability to manage work processes.Excellent written and verbal SkillsPositive attitude and ethicalExcellent organisation skillsExcellent analytical and problem-solving skillsAn ability to work to tight deadlines and within constraintsUnderstanding of the billing / payment cycleAbility to multi- taskGood Listening skillsTeam playerAbility to perform under pressureAble to work independently and be self-disciplinedAPPLICATIONS/ENQUIRIES