Senior Desktop Support Technician (Tier III)
- Durban, KwaZulu-Natal
- Permanent
- Full-time
- Matric coupled with an IT Diploma (NQF Level 5)
- ITIL Foundation or Higher
- CompTIA A+
- CompTIA N+
- Microsoft Certified Desktop Support Technician | Microsoft Certified Systems Engineer | Microsoft Certified IT Professional OR Equivalent
- Apple Certified Systems Administrator (ACMT)
- CCNA (advantageous)
- MS 365 Modern Desktop Administrator (advantageous)
- HDI Desktop Advance Support Technician (advantageous)
- Minimum of 5 years EUC technical support
- 3+ years IT experience with client, server and network service delivery
- Knowledge of Cisco Webex platform (1 - 2 years)
- Knowledge of Windows 10 and Windows 11
- Knowledge on the Cisco Webex platform (1 - 2 years)
- Knowledge of Imaging Tools
- Knowledge of Office 365, Anti-Virus and Malware Tools
- Network knowledge: Router configuration, Firewall configuration, Wireless configuration etc.
- Server knowledge: Windows server 2012 & 2016
- Ability to explain complex IT concepts in simple terms
- Good communication and collaboration skills
- Diagnose and resolve complex computer issues onsite, recommending and implementing solutions, including offsite repairs for remote users and provide escalated support for Tier II Technicians.
- Install, configure, maintain, monitor and troubleshoot end-user workstations, hardware, and software to meet service level requirements and develop and maintain high-quality images for team use.
- Contribute to testing, developing training materials, MOPs and SOPs for new products and services.
- Create and update FAQs, document solutions, and maintain knowledgebase and review and ensure quality of knowledgebase content and participate in training and development for team members.
- Collaborate with internal support teams or vendors, escalating issues as needed.
- Document and review best practices to improve processes.
- Analyse trouble ticket statistics to identify and resolve trends.
- Research end-user devices for standardisation and ensure timely issue resolution to meet SLA and XLA targets.
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