Junior IT Technician (Durban)
MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.
Job Description
* Provide first line support where possible, and pass on to the appropriate person, department or vendor for resolution.
* Adhering to company processes and procedures.
* Respond to all calls received; keep staff/students informed of the status of logged calls, global problems or down time.
* Maintain a professional image at all times.
* Work effectively as part of a team and seek to support the team's goals.
* Continuous broadening of own technical, functional, and industry skills base.
* Engaging in formal and informal knowledge transfer.
* Performing related work as required.
* Building good relationships with staff/clients.
* Keep all relevant staff informed of any perceived trends, positive or negative, with regards to emails being received.
* Update team leader or operations manager immediately of any unresolved issues, escalations and general issues.
* Be able to diagnose hardware and software related issues relating to desktop support.
* Ensuring that response times are kept within the parameters set in the SLA.
* Reporting status to management - identifying problems and bringing them to the Managers attention with sufficient lead time to avert crises.
* Perform administration duties and ensure documentation is updated and completed on time.
Qualifications
* A or N certification or MCSE
Experience
* Service desk agent experience 1-2 years
* Support Technician experience 1 – 2 years
* Microsoft Windows support and installation 1 – 2 years
Job Related Knowledge Required
* Service quality orientated
* Process and process driven
* Patient and diplomatic
* Ability to follow instructions
Additional Requirements
* Must be available during weekends and after hours to attend to urgent IT issues that arise
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