The position is based on site start at 7am, so they will need to live in the Sandton, Parktown area.
Role Description: The Support Engineer is a key part of our clients service framework providing end to end management of tickets and service requests reported by the customer.
- Assist users onsite and in person.
- Setup IT hardware for training and examination centres
- Manage Tickets and Requests
- Receive and record all calls from the companys customers.
- Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation.
- Assist with customer onboarding projects and migrations.
- Monitor and escalate Tickets according to the customers SLA.
- Keep users informed on status and progress of their Tickets.
- Aid customer retention and satisfaction.
- Help to improve efficiency, processes, documentation, and automation.
Technical skills: - Excellent technical troubleshooting capabilities including Windows OS and applications, and Office 365 services. MacOS experience a plus.
- Good working knowledge of networks, routing & switching.
Soft Skills: - Customer focused, with an analytical approach with good questioning & listening skills.
- Excellent verbal and written communication skills suitable for an international audience
- A confident team player with a positive can-do attitude
- Fanatical attention to detail
- An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
- Dependable, hardworking and self-motivated.
Technical Qualifications: Experience: - 1 to 3 years experience as an IT desktop support technician
Education: License/Certification: - MS 900 (Preferred)
- AZ 900 (Preferred)
