Tier 2 Technician

The Onsite Support Technician is responsible for providing business users with quick and efficient root cause fixes or work-around to ensure continuity and prevent any loss of productivity. The Onsite Support Technician acts as an ambassador and is responsible for representing the company in an ethical and professional manner.

The successful incumbent will be liaising with Managers, Project Managers, ICT Security and Governance Officer, Server Administrators, Network Administrators, Support Analysts, System Analysts, ICT Service Desk.

Your Expertise

Certificate or Diploma in ITIL
Microsoft Certified Systems Engineer, Certification or Microsoft Certified Professional Certification
ITIL Foundation, Cisco CCNA
Microsoft Office competence (including Word, PowerPoint, Excel Outlook)
Microsoft Office competence (including Projects Visio)
Microsoft Windows desktop Support
Microsoft Active Directory
Desktop Support (Minimum 1year+ experience)
Working within a Domain supporting Windows based thin and fat clients

Qualification Required

National Senior Certificate/Matric/ a Full N3 Qualification including Maths

Responsibilities

Key performance Areas

Resolve Incidents by means of task completion and resolution within defined SLA
Fulfilment Service Requests by means of task completion within SLA
Identifying recurring issues and feed into Problem Management
End to End communication with business users on any outstanding issues
Complete daily, weekly and monthly task list and email to Service Delivery Manager on time

General And Other Duties

Ensure that email and communications policies are adhered to
Assist with ICT system software and hardware installations and upgrades
Assist with ICT related projects and project co-ordination
Proactively monitor Hardware and respond to related alerts
Proactively monitor Infrastructure and respond to related alerts
Accountable for:
Acknowledging failures and incidents logged to you are resolved within SLA.
Ensure all calls logged via email are accepted and addressed with the end user within agreed upon SLA.
Follow up on escalated tasks with non-client facing support to ensure SLA compliance.
Escalate and address any tasks that are in breach SLA.
Ensure end-user feedback to keep the user updated on the progress of any incidents and request logged.
Co-ordinating and assisting with all Onsite operations. e.g., Network point installations, Wireless AP installations, Desktop systems upgrades, etc.
Deadlines:
Daily, Weekly and Monthly Operations Tasks list completions on time.
Prior Experience: 2 years minimum
On the Job Training: 3 months
Safety Training: Safety Induction