Service Desk IT Technician - Durban

SUMMARY:
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POSITION INFO:

Requirements

• Grade 12 Senior Certificate
• Current A+ and N+ or equivalent Certification
• 2+ years of industry-relevant Experience in email/phone/onsite troubleshooting
• Minimum 3 years of industry-relevant Experience in email/phone/onsite troubleshooting
• Minimum +5 years of Industry Experience in IT, working with Servers in depth and in an IT Support Environment
• A good understanding of PC software and hardware troubleshooting.
• VMware Experience 
• Mac Workstation Experience 
• Microsoft Office Application Support Experience 

Responsibilities 

• Review all assigned tickets and ensure the scope of the ticket is clearly understood
• Request clarification if anything is unclear
• Correctly logging incidents and faults, categorizing and prioritizing them while ensuring to have a clear understanding of the problem
• Monitor assigned service board if applicable
• Ensure all faults are progressed & cleared within SLA – escalating where required
• Dealing with incoming faults in a professional, courteous manner over the phone and via email
• Complete routine proactive maintenance where needed
• Maintain and develop own knowledge and skills to assist with first-time fault resolution
• Respond to clients’ requests as quickly and efficiently as possible
• Drive the development of strong relationships between Organisation and clients at all times