Reference: JHB002475-TR-1
We are recruiting for a Senior Helpdesk Support Engineer.
Duties & Responsibilities
Customer Service
- Receive calls from senior customer engineer/help desk.
- Verify/identify problems with help desk.
- Contact users to get clarity on problems and troubleshoot.
- Provide telephonic support to users if possible.
IT Support - Train users on how to use IT equipment.
Hardware Maintenance and Repairs - Undertake maintenance and repairs on damaged and repairable hardware.
- Report on uneconomical repairs.
Network and Telephone Support - Provide daily operations support and maintenance for network and telephone infrastructure (1st line support).
- Proactively monitor network and telephone infrastructure to provide stable, dependable services, by working with specialists.
CSN Support - Respond to remote/satellite customer call-outs (hardware, software, and network calls).
- Provide telephone infrastructure (1st line support).
- Travel to and from customer locations (usually by car), documenting work activity and maintaining administrative paperwork.
Asset Management - Undertake audits of hardware and software assets.
Research and Development - Keep abreast of trends in hardware and software developments.
Reporting - Contribute to the preparation and submission of Regulation reports.
- Aid in the development of functional reporting systems, for management, project, or performance reporting.
Qualifications and Experience
- Bachelor’s Degree/Advanced Diploma in Information Technology related qualification.
- Relevant 4 years’ experience in a system support environment.
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