Level 1 Tech Support - Managed Services

The Role To start ASAP We are undergoing an exciting time in our evolution and now seek an experienced Level 1 Managed Services Technician. Working as part of the Managed Services Helpdesk Team, you will be responsible for providing 1st line technical support and solutions to our clients through our online helpdesk, live chat, telephone, and by email. This role also has responsibility for performing hardware/software installations and upgrades, performing regular maintenance duties (remotely), and the preparation and delivery of small orders. MUST BE BASED IN CAPE TOWN CBD Key Responsibilities:

1. Provide level 1 technical support to both internal and external stakeholders.
2. Work to deliver on Service Level Agreements and ensure that all support incidents are accurately recorded.
3. Deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone, or live chat.
4. Use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone.
5. Perform initial investigation and where required, escalate the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer care.
6. Triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement, and contractual requirements.
7. Pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards, etc. to identify issues of concern, taking action to create a support incident on behalf of a client.
8. Configure, deliver & deploy PCs, laptops, and printers for internal and external stakeholders.
9. Perform regular remote maintenance on behalf of our clients.
10. Refer client requests for advice & consultation to Business Solutions and Commercial teams.
11. Manage and monitor internal and external ICT systems and platforms performing any necessary maintenance.
12. Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
13. Collaborate with peers and other areas of the business to increase internal product and service knowledge.

Person Specification Essential:

1. One year of professional experience in two or more of the following:
2. Microsoft Windows Server
3. Microsoft Office 365 (Exchange Online, One Drive, etc.)
4. Active Directory
5. Anti-Virus, Anti-Malware & Anti-Spam Solutions
6. Veeam Backup & Replication
7. Hardware Maintenance (Servers, Laptops, or Desktops)
8. Patch Management Solutions
9. Previous experience in an internal or external facing helpdesk support team
10. Previous hands-on experience with ticket management systems e.g. Connectwise
11. Maths and English (with at least 50% pass)

Desirable:

1. Previous experience in an IT / Professional Services organisation
2. Professional IT Certifications, i.e. ITIL Foundation, Cisco CCNA, Microsoft MCSA

Competencies required for role: Communication: Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Teamwork and Collaboration: Shares knowledge and works across departments and locations, working cooperatively and supportively with colleagues. Results Focused / Problem Solving: Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results. Developing Yourself & Others: A quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes. Salary: R18000 per month Working hours: Monday to Friday UK Hours (8am to 5pm or 9am to 6pm or 10am to 7pm) Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore, also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee. Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za #J-18808-Ljbffr