3+ years experience in similar role or IT field (Preferably in an IT company servicing more than one IT environment)Own reliable transportIT Tertiary qualificationMS QualificationMatric / Grade 12 / National Senior CertificateVMWare / Hyper V / Office 365 Server experienceNetworking WAN / LAN and Wireless Backups experienceAdvanced Trouble-Shooting experienceHardware Installation, Remote Troubleshooting, Remote support experienceAcademic Qualifications and Certifications:Certifications (including but not limited to MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM)Degree/Diploma in a relevant field will be an advantageResponsibilities:Receive, validate, and log client requestsAdminister and maintain the support desk database and call logging system on a daily basisEnsure the correct escalation procedure is followed on all critical calls and requestsAssist with analysing and interpreting the request to ensure the correct categorisation and prioritisationAssist in the investigation of issues to ensure a high level of client service supportWork closely with his/her colleagues to ensure the swift resolution of faultsEnsure that the user is kept updated on the progress in relation to the resolution of the faultEnsure that support calls are monitored and updated efficiently and effectivelyProactively communicate with the business in order to provide updates on outstanding incidents or projectsEnsure that all relevant documents related to the fault are maintainedMaintain high levels of client satisfaction.Communicate in a professional manner, provide updates and ensure that clients are aware of the actions that are being undertaken on their behalfBuild and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach
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