Johannesburg, South Africa
About the job Tier 1/PP Technical Support Engineer
Location: Johannesburg
Model: On-Site
Job Description
Purpose:
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:
Support
- Process 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 driven
- Resilience
- Learning potential
- Strategic insight
- Relationship building
Skills:
- 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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