Job category: Helpdesk and Technical Support
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
IntroductionTRACKER requires the services of a Service Desk Technician based in the Technology Department in our Johannesburg Head Office. The incumbent will be responsible for providing technical support in a 1550 user environment. Skilled problem-solver, able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network and peripheral problems.
Key Duties and ResponsibilitiesAdherence to SLA for internal/external customersEnsure compliance of calls logged against the call logging processReporting and escalation of incidents as per agreed procedures and processesAssisting with Ad hoc tasks (dept. moves etc.)Escalate work orders to the necessary resources for resolutionConsistent feedback and follow-ups on outstanding incidents logged to Service DeskCommunicate outages to affected staff as necessaryFirst line support for all incidents logged with Service DeskEnsure compliance with workstation standardEnsure compliance with network standardsEnsure adherence to the call logging processEnsure adherence to all processes and proceduresBehavioural CompetenciesAnalytical ThinkingVerbal and written Communication skillsAbility to learn quicklyTroubleshooting/problem-solving skillsAbility to work under pressureInterpersonal skillsQuality of workSpecial RequirementsWilling to work extended hours.Willing to travel.Minimum Requirements3 Years' Experience in customer service-related work environmentMicrosoft Certified System Engineer (MCSE), Microsoft Certified Professional (MCP)Networking: LANs / WANs, TCP / IP, VoIP, DNS, HTTP, Wireless Network, Active Directory Domain ControllersHardware: Tablets, Mobile Devices, desktops, laptops, printers, scanners, projectors
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