IT Support Technician (JHB)

Summary Position:                      IT Support Technician   Level:                           Intermediate Level Position Type:             Contract Position - 12 Months Location:                     Sandton, Johannesburg, South Africa Start Date:  ...

Technical Responsibilities:

Client Service Delivery:

  • Check and manage warranty, guarantee & repair claims
  • Contact clients who have logged tickets and update managers accordingly
  • Client expectation management
  • Meeting Service Levels
  • Troubleshoot to diagnose client issues telephonically or off-site where required
  • Contacting client to find out if they are happy before closing logged tickets
  • Quality Check (before and after)
  • Check equipment related:
  1. Aesthetics
  2. Specifications
  3. Hardware functionality
  4. Software functionality
  5. Serial numbers

Equipment Assessment Administration

  • Faulty unit returns assessment and reporting
  • Assessment of damaged equipment to determine warranty status
  • Assess and quote on repairs required by clients
  • Update technical details in ticket system
  • Request replacement unit if preparing unit yourself
  • QC equipment and prepare paperwork to deliver replacement unit to client
  • Make appointment with client to resolve queries that require onsite attention
  • Request appointment for delivery and collection of replacement and faulty units respectively
  • Prepare monthly support report
  • Respond to all client e-mails

 

Accountability 

  • Meeting Targets (weekly & monthly)
  • Excellent Communication & Working Relationships
  • Report to Head of Business Unit (IT Operations)
  • Education:- High School/ Matric Certificate
  • Qualifications:-  Diploma/Degree
  • Professional Qualifications: - A+ and N+(REQUIRED)
  • Years of Experience: - At least 5 years’ experience in a related IT Department/ IT Support or Quality Control Environment

 

Knowledge & Skills

  • Hardware knowledge across various OEM brands laptop/PC/tablet devices
  • Apple MAC OS knowledge
  • Software knowledge on Windows Vista, XP, 7, 8/8.1 and 10.
  • MS Office
  • Setting up drivers, installing and configuring OS
  • Good Business Acumen
  • Assertiveness
  • Attention to detail
  • Work well under pressure
  • Good coordination and time management skills
  • Professionalism
  • Customer relationship management
  • Team player

 

Competencies

  • Delivering Results: Meticulous & Reliable – Meeting weekly and monthly targets
  • Delivering Results: Striving – Pursuing Goals, Meeting weekly and monthly targets, attending all meetings
  • Delivering Results: Organised – Delivering on tasks, Meeting weekly and monthly targets, attending all meetings
  • Solving Problems: Factual –Timely updating & documenting work
  • Solving Problems: Rational – Interpreting Data, reporting to manager timely & providing solutions where required
  • Solving Problems: Analytical – Examining Information, reporting to manager timely & providing solutions where required
  • Adapting Approaches: Change Orientated – Embracing Change and assisting clients/users with change implementation
  • Learned Competencies, Continuous learning, benchmarking & technical skills improvement
  • Product/Service Knowledge
  • Service delivery Focus

 

Other Considerations

  • Be the change agent and assist clients with changes
  • Develop & Grow continuously
  • Integrity, Values & Trust
  • Logical and critical thinker
  • Focus on client service delivery & general excellence
  • Work well under pressure
  • Professional and polite at all times
  • Work Remotely - Only if required to

 

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