About the job IT End User Support TechnicianJob Description: Provide support, assistance, and guidance to end users. Technician will also be required to assist with the support and maintenance of IT infrastructure that will fall within the EUS function, including but not limited to user account maintenance on selected systems, monitoring, troubleshooting, and testing of IT hardware and software.RequirementsGrade 12, NQF Level 4, with 2 to 3 years in similar support roleRelevant IT diploma or degree will be advantageousA+ and N+ certificationBasic network fault findingMCDST or equivalent work experienceSuperior computer skills on MS PackagesActive Directory and 365 knowledge (User account maintenance)Hardware and Software trouble shooting skillsKnowledge of network topology and ability to provide supportExcellent communication skills (Verbal and written)Strong administration skillsConversant knowledge of IT terminologyIn-depth knowledge of helpdesk call logging process and resolution reportingApple product knowledge would be advantageousKey Performance AreaTechnical end user supportApplication and device troubleshooting and support identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficientlyAccurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.Use approved remote management tools to remotely support end user devices.Ability to do root cause analysis and troubleshooting across systems to resolve incidentsAvailable for remote support after hours and additional afterwork on an ad-hoc basis as required by business.Assist with the connection of end user devices to Audio Visual support equipmentBuild a working knowledge of Microsoft productsSupport security policies and standards.AdministrativeRouting calls to correct support team in accordance to technical requirementsLiaise with external resources (3rd Party Management) to facilitate resolution of 3rd party IncidentsFollow escalation matrix and keep customer informed.Enabling management with communication about incidents/requestsEnsure assets under IT cost centers are tracked and maintained responsiblyDevelop, document, and maintain Knowledge Based Articles related to end user supportCustomer FocusOwnership of Incidents and Service Requests, until resolution with continuous feedback.Build Relationship with users to understand potential improvement opportunities for support.Identify and understand business challenges of the end user and the impact thereof on support requirementsAbility to engage and liaise with all personnel including executive level personnel.Close
