Key Accountabilities: Logging and progressing services desk support tickets (incidents, service requests & changes) through our MSP systems.
Provide remote 1st/2nd line technical IT support.
Troubleshoot and resolve hardware and software related incidents based on Microsoft systems.
Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs.
Take ownership of incidents and manage through to resolution where possible.
Attend to pro- and reactive monitoring alerts in order to ensure minimum disruption to customers.
Meet client expectations in terms of quality of work and delivery to deadlines.
Action customer enquiries effectively in a timely fashion as per prescribed SLA.
Follow-up activities to resolution and to customer satisfaction.
Produce information reports upon request.
Required Skills & Experience: Native French & Fluent in English.
Matric or equivalent secondary education.
1 year experience in an IT Service Desk environment providing 1st/2nd line support.
1 year experience supporting Microsoft Systems; Desktop, Server, Office, etc.
1 year exposure to basic TCP/IP, LAN, WAN, SSL VPN troubleshooting.
Exposure to HP & Dell hardware technologies.
Advantageous: Exposure to dedicated 2nd line support.
Exposure to and working with Exchange/365, Active Directory, DNS, DHCP, etc.
Exposure to and working with virtual environments (VMware/Hyper-V) Formal IT qualification, ie MCP certification.
ITIL Foundation certification.
Exposure to backup & disaster recovery technologies (Veeam, Zerto, Backup Exec, Datto, etc.)
Exposure to Citrix (XenApp/XenDesktop).
Salary: R30 000 Location: Remote/ homebased To apply kindly send your updated CV and supporting documents to adminjai.co.za