Key Accountabilities: Logging and progressing services desk support tickets (incidents, service requests & changes) through our MSP systems. Provide remote 1st/2nd line technical IT support. Troubleshoot and resolve hardware and software related incidents based on Microsoft systems. Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs. Take ownership of incidents and manage through to resolution where possible. Attend to pro- and reactive monitoring alerts in order to ensure minimum disruption to customers. Meet client expectations in terms of quality of work and delivery to deadlines. Action customer enquiries effectively in a timely fashion as per prescribed SLA. Follow-up activities to resolution and to customer satisfaction. Produce information reports upon request. Required Skills & Experience: Native French & Fluent in English. Matric or equivalent secondary education. 1 year experience in an IT Service Desk environment providing 1st/2nd line support. 1 year experience supporting Microsoft Systems; Desktop, Server, Office, etc. 1 year exposure to basic TCP/IP, LAN, WAN, SSL VPN troubleshooting. Exposure to HP & Dell hardware technologies. Advantageous: Exposure to dedicated 2nd line support. Exposure to and working with Exchange/365, Active Directory, DNS, DHCP, etc. Exposure to and working with virtual environments (VMware/Hyper-V) Formal IT qualification, ie MCP certification. ITIL Foundation certification. Exposure to backup & disaster recovery technologies (Veeam, Zerto, Backup Exec, Datto, etc.) Exposure to Citrix (XenApp/XenDesktop). Salary: R30 000 Location: Remote/ homebased To apply kindly send your updated CV and supporting documents to adminjai.co.za
