IT Helpdesk L2 - Field Technician Cape Town Permanent iS0L573YVY3

QUALIFICATION

• Diploma, degree, relevant qualification in IT or a demonstrated equivalent work
  experience will be accepted.
• A+  and N+ 
• Huawei qualification
• Grade 12
• Own vehicle and valid SA drivers license

EXPERIENCE REQUIRED

• Computer Literate Microsoft Outlook/Word/Excel (Essential)
• 5 years Field Tech 
• 2 -3 years experience in:
  o Azure
  o MS Office 365
  o MS Teams
  o Sharepoint 
• General knowledge of desktop hardware and software
• Proven experience of solving complex problems.
• Knowledge of relevant Technology, Products and Service.
• Relevant knowledge in ticketing tools.
• Occasional field work might be required to assist with support calls.
• Will be required to work standby shifts from time to time.

THE ROLE

• Manage the business relationship with the client 
• Service calls and performs incident specific activities as directed by the Call
  Planners
• Performs preventative maintenance activities
• Perform hardware and software installations
• Takes routine service calls and performs basic maintenance and support.
• Responsible for troubleshooting, installing, maintaining and hardware break-fix
• Provides technical support to customer in solving technical problems that occur during
  the installation
• Uses technical knowledge along with standard tools to diagnose, troubleshoot and
  resolve incidents
• Reporting
• Maintain SLA requirements (both internal and external)
• Work independently without supervision
• Troubleshoot and resolve ticket.
• Interacts with client to gather additional info to enable faster resolutions of a ticket.
• Proactively identifies problems and errors before they impact a clients service.
• Update tickets in a timely manner with the required level of detail on the progress and
  resolution of the ticket
• Setup workstations and configure end-user software / hardware and upgrade existing
• client desktops.
• Monitors client infrastructure and solutions.
• Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a
• resolution of a ticket
• Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.
• Execute approved maintenance activities. (These activities could include system
  patching; system upgrades or configuration changes etc.)

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