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IT Helpdesk Technician

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Location:

Stellenbosch, Western Cape 

Salary:

Negotiable

Posted:

22-05-2019
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Job Type:

Permanent

Job Level:

Junior

Employment Equity:

South African Citizens Only
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Job Description:

IT Helpdesk Technician
STELLENBOSCH

We are looking for a Service Support agent to provide support for clients. Candidates should have a mix of technical and customer service skills, and be passionate about service delivery, technology and helping people. This person will be based in Stellenbosch.

Key Responsibilities: 
  • Handle Tier 1 support escalations through an Omni-Channel or phone and investigate faults if correctly logged to companies by internal and external customers
  • Follow up on outstanding requests and ensure timely resolution with engineers and technicians per company escalation procedure
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
  • Overall responsibility for Technical Tool checks and lists
  • Localize, investigate, report and track all customer and supplier faults per incident
  • Will be responsible for report-writing on work done
  • Track, assist and log change requests on agreed template and ensure change is discussed, and understood by client, before requesting sign-off on agreed change
  • Scheduling Service meetings
  • Will be responsible for the data integrity on the ticketing system
  • Exhibit a flexible approach to working on a rotational basis and assist in providing the necessary technical cover and assistance where required e.g. travel schedule, overtime, standby, call-out etc.
  • Handle customer billing account queries
  • Other duties may be added and/or assigned as needed
  • Will be required to work shifts

Qualifications and Experience: 
  • Must have support experience in Wireless and Fibre  (connectivity, bandwidth as well as speed – all areas)
  • VOIP experience would be advantageous
  • 2-4 years’ or more experience in the industry and relevant certifications are necessary
  • A+, N+ certification and any Microsoft additional certifications would be advantageous

Skills and Competencies:
  • Must be a team player
  • Can speak English and Afrikaans
  • Customer service skills
  • Email proficient (send / receive testing)
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Ability to work with account related queries, technical queries and customer escalations
  • LAN network understanding

Job Category:

Desktop Support, Helpdesk Support, IT Support, Technical Support
Company Info
IT Staffing
Melkbosstrand, WC, South Africa

Please register to view contact info


Company Profile



Company Info


IT Staffing
Melkbosstrand, WC, South Africa

Please register to view contact info


IT Helpdesk Technician

col-narrow-left   

Location:

Stellenbosch, Western Cape 

Salary:

Negotiable

Posted:

22-05-2019
col-narrow-right   

Job Type:

Permanent

Job Level:

Junior

Employment Equity:

South African Citizens Only
col-wide   

Job Description:

IT Helpdesk Technician
STELLENBOSCH

We are looking for a Service Support agent to provide support for clients. Candidates should have a mix of technical and customer service skills, and be passionate about service delivery, technology and helping people. This person will be based in Stellenbosch.

Key Responsibilities: 
  • Handle Tier 1 support escalations through an Omni-Channel or phone and investigate faults if correctly logged to companies by internal and external customers
  • Follow up on outstanding requests and ensure timely resolution with engineers and technicians per company escalation procedure
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
  • Overall responsibility for Technical Tool checks and lists
  • Localize, investigate, report and track all customer and supplier faults per incident
  • Will be responsible for report-writing on work done
  • Track, assist and log change requests on agreed template and ensure change is discussed, and understood by client, before requesting sign-off on agreed change
  • Scheduling Service meetings
  • Will be responsible for the data integrity on the ticketing system
  • Exhibit a flexible approach to working on a rotational basis and assist in providing the necessary technical cover and assistance where required e.g. travel schedule, overtime, standby, call-out etc.
  • Handle customer billing account queries
  • Other duties may be added and/or assigned as needed
  • Will be required to work shifts

Qualifications and Experience: 
  • Must have support experience in Wireless and Fibre  (connectivity, bandwidth as well as speed – all areas)
  • VOIP experience would be advantageous
  • 2-4 years’ or more experience in the industry and relevant certifications are necessary
  • A+, N+ certification and any Microsoft additional certifications would be advantageous

Skills and Competencies:
  • Must be a team player
  • Can speak English and Afrikaans
  • Customer service skills
  • Email proficient (send / receive testing)
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users
  • Ability to work with account related queries, technical queries and customer escalations
  • LAN network understanding

Job Category:

Desktop Support, Helpdesk Support, IT Support, Technical Support
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