Help Desk Technician L2/3

This role is for a managed service provider that provides helpdesk services to multiple customers. Their primary objective is to provide Level 2 support and proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The successful candidate will assist with design and deployment of new solutions to customer environments.

Ensuring adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments.

REQUIRED LEARNING

· Grade 12 + Computer Literate

· A+ N+ or equivalent job experience

· Desktop hardware and software

· Proven experience of solving complex problems.

· Knowledge of relevant Technology, Products and Service.

· Knowledge in ticketing tools.

· Own vehicle and valid SA driver’s license

· Occasional field work might be required to assist with support calls.

· Relevant qualification in IT or a demonstrated equivalent work experience will be accepted.

· Managed service provider experience (Advantageous)

· 2 -3 years’ experience in: Azure, MS Office 365, MS Teams, Sarepoint (Advantageous)

KEY JOB OUTPUTS

· Manage the business relationship with the client

· Provides Level 2 support at the service desk.

· Act as escalation point for Level 1 service desk agents.

· Performs preventative maintenance activities on certain products

· Perform hardware and software installations

· Takes routine service calls and performs basic maintenance and support.

· Responsible for troubleshooting, installing, maintaining and hardware break-fix

· Maintain SLA requirements (both internal and external)

· Ensure accurate completion of job cards

· Work independently without supervision

· Ensure completion of ticket is within agreed SLAs.

· Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1’s

· Proactively identifies problems and errors before they impact a client’s service.

· Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket

· Ensures 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.

· 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.

APPLICATIONS/ENQUIRIES

Email your CV and motivational letter to: employment@itnaledi.co.za