Key Duties And Responsibilities
- Customer Support
- Deliver exceptional service to internal and external clients, being the face of Reflex.
- Respond to clients within SLA.
- Provide regular updates to clients with regards to incident updates.
- Provide Apple Technology Support.
- Provide Support & Maintenance of Hardware & Software.
- Provide Microsoft Server Technologies support like Active Directory.
- Configuration and Installation of Microsoft OS, OS Services.
- Ensure that issues are resolved in line with Reflexs processes and policies.
- Provide guidance and training to client personnel, empowering the users to help themselves.
- Ensure that all efforts have been made to resolve the Incident at the Tier1 or Tier2 level before escalating.
- Ticket Management
- Prioritize own tasks projects and tickets.
- Analyze issues and develop resolutions in a timely fashion.
- Track and manage your work record via regular time and ticket/ task time entries.
- Documentation
- Document and Maintain Customer Technical Procedures.
- Complete and file checklists timeously.
- Track and manage your work record via regular time and ticket/ task time entries.
- Contribute to the knowledge base by documenting common issues and solutions.
- Maintain accurate records of support activities and resolutions.
- Collaboration
- Establish a relationship with IT Manager.
- Communicate effectively with both technical and non-technical stakeholders.
- Escalate any ongoing, unresolved, or business-critical problems to your Technical Operations Manager in a timely fashion.
- Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager.
- Training and Development:
- Stay updated on relevant, modern technologies, industry trends and Reflex Standard Operating Procedures (SOP).
- Participate in training sessions to enhance technical skills.
- Required Education:
- Grade 12
- Diploma (NQF 6) in Information Technology, Computer Science, or a related field.
- CompTIA: A+; Network +; Security +; and Server +
- Microsoft: MS-900 and AZ-900
- Linux: LPIC Linux Essentials Entry Level Certificate.
- Apple: Apple Certified Support Professional
- Required Experience:
- Minimum 2 years professional experience in a support engineer role, providing first and second-line support, in:
- Windows OS, iOS, Linux
- Microsoft 365 Suite
- Hardware Laptops, Dekstops, Printers, Tablets
- Required Skills
- Ability and proven experience in documenting procedures and checklists
- Excellent verbal and written communication skills
- Ability to work well under pressure and meet tight deadlines
- Attention to detail and high level of accuracy
- Planning, organizing, and time management skills
- Strong analytical and problem-solving skills.
- Innovative
- Client-oriented and patient to deal with difficult clients
- A responsible individual who adopts a results drive approach.
- Positive attitude and a passion for the role
- Team player
- A professional appearance and approach
- Own, reliable transport and a valid drivers license
- Willing to Travel Domestically or internationally if and/or when required
- Willing to work Overtime when required
- willing to work Standby
- Beneficial Education
- BSc (NQF 7) Information Technology, Computer Science, or a related field.
- Microsoft: MS-102 and AZ-104
- Linux: LPIC-1 Linux Administrator Certification.
- Apple: Apple Certified Support Professional
