Junior Helpdesk Technician

Job Specific Requirements

Qualifications:

• T Diploma or/ IT Certifications

Experience:

• Experience in a technical support role dealing with customer issues and resolving matters telephonically. As well as experience with device preparation.

Job Knowledge:

• Technical knowledge related to PC, content, networking, and general software.

Job Related Skills:

• Professional telephone skills, PC literacy, Multi-lingual and verbal competency in multiple South African National Languages, Problem Solving ability

Main Purpose
To offer remote technical support to clients and troubleshoot issues remotely via telephone and any alternative means of remote support. Assisting clients with any content related requests. To ensure matters get resolved, if not remotely, by dispatching the necessary field technicians and coordinating the call-out until the matter has been resolved.

Key Performance indicators

• Remote Technical Support
• Content Support
• Above 95% of support tickets (incidents) resolved within SLA
• Above 98% of request tickets (content, preparations) resolved before deadline
• 100% adherence and application of quality standards
• Technical knowledge up to date on all products offerings and functionality

Main Responsibilities

• First-line support on incoming tickets and inbound calls
• Remote troubleshooting/fault finding and support to customers
• Resolving issues through remote connection, telephone support or e-mail and escalating serious issues to the relevant project engineer or field technician
• Coordinating field technician and contractor callouts to resolve issues
• Ensuring proper closure of callouts through sign-off, job cards and invoicing in collaboration with the companies central services
• Assist with device preparation and configuration for jobs, SLA replacements and projects
• Helpdesk system administration (log, resolve, escalate and manage tickets on the helpdesk system)
• Resolving and managing technical client issues.
• Resolving content management requests (uploads, deletions, changes, and QA).
• Testing & evaluation of new features of software.
• Basic development for customer specific solutions & integration.
• Support installation team during installation.
• Documentation and client listings update as required, for example branch contact details, contacts etc.
• Prepare monthly qu
  
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