Johannesburg, South AfricaAbout the job Tier 1/PP Technical Support EngineerLocation: JohannesburgModel: On-SiteJob DescriptionPurpose:Provide client support by resolving requests and incidents to ensure optimal infrastructure functionality.Duties and Responsibilities:Provide professional, concise communication with team members and customers.Deliver excellent customer service, verbal communication, phone skills, and maintain a high level of professionalism.Perform workstation troubleshooting, setup, and configuration.Manage incidents and resolve service requests efficiently.Understand and utilize ITSM systems effectively.Troubleshoot hardware, OS, and software-related issues on workstations.Demonstrate good knowledge of Microsoft applications, including but not limited to Microsoft Office.Apply working knowledge of networking protocols, including TCP/IP, DNS, and DHCP.Distinguish between different connectivity scenarios and understand how they work (e.g., ADSL, Fibre, MPLS).Understand network security and malware/ransomware prevention.Install, configure, and troubleshoot third-party applications such as managed Antivirus.Be self-motivated and able to work under pressure, both independently and as part of a team.Key Performance Areas:SupportProcess client requests and resolve incidents as soon as possible.Ensure hardware, desktop, network, app, and connectivity functionality.Collaborate with third-party service providers to resolve issues as needed.Measure: Functional network and infrastructure.Network and infrastructure maintenance. Ticket closure as soon as possible.Client satisfaction.Minimum Qualifications and Experience:Hardware, application, and software understanding and experience.4 years of support experience.Competencies and Skills:Process drivenResilienceLearning potentialStrategic insightRelationship buildingSkills:Technical and product knowledge; hardware and software.Technical skills such as Office 365, servicing certificates, knowledge of and experience with third-party service provider products, network connection, and function knowledge.
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