Job Openings Services Technician (Onsite)

About the job Services Technician (Onsite)

Role: Services Technician

Job purpose

The Services Technician is responsible for providing support to end-users including 2nd Level Application and Technical Support to NTT DATA clients both onsite and remotely.

The Services Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.
Performance Objectives

Details

PO 1: Technical Support

  • Provide remote support to Dimension Data Client end users
  • Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
  • Provide VIP support to clients executive members
  • Troubleshoot software and hardware related incidents and requests remotely.
  • Perform application troubleshooting and support as per incidents and requests
  • Work with vendors and internal resources to facilitate resolution of incidents and requests

PO 2: Ticket Management

  • Respond to Incidents and Requests assigned via the ITSM Tool
  • Ensure Ticket updates are current, and end users informed of progress
  • Respond to and Resolve incidents within SLA
  • Assess, review and resolve assigned tickets within stipulated SLA
  • Escalate tickets where applicable

PO 4: Client Engagement

  • Communicate effectively with relevant Stakeholders including team members and Management
  • Liaise with end users to effectively reach resolution on incidents and requests
  • Keep users informed of priority changes and timing of resolutions
  • Follow up with users to confirm that resolutions met requirements before closing the ticket

PO 5: People Engagement

  • Provide support both at a soft engagement and technical to the Dimension Data Client End Users
  • Act as onsite liaison between Dimension Data and Client if the need arises.

Qualifications, Knowledge and Experience

  • Matric
  • A+
  • MCSE / MCSP (advantageous)
  • AppleMac Certification (advantageous)
  • Relevant IT diploma (advantageous)
  • ITIL Foundation (advantageous)
  • Network +
  • 3 -5 Years within an IT Desktop Support environment (Level 2 minimum
  • Degree or Diploma and required Certification with 3 to 5 years related experience.
  • Drivers license

Competencies

  • Punctual, Team Player, Attention to detail, Display a high level of service excellence.
  • ITIL framework

Special Requirements

  • Working according to client stipulated hours

Or refer someone