Technical Support Engineer (Sandton Parktown)

SUMMARY:
The position is based on site start at 7am, so they will need to live in the Sandton, Parktown area.
Role Description:
The Support Engineer is a key part of our client’s service framework providing end to end management of tickets and service requests reported by the customer.

• Assist users onsite and in person.
• Setup IT hardware for training and examination centres
• Manage Tickets and Requests
• Receive and record all calls from the company’s customers.
• Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation.
• Assist with customer onboarding projects and migrations.
• Monitor and escalate Tickets according to the customer’s SLA.
• Keep users informed on status and progress of their Tickets.
• Aid customer retention and satisfaction.
• Help to improve efficiency, processes, documentation, and automation.

• Excellent technical troubleshooting capabilities including Windows OS and applications, and Office 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching.

• Customer focused, with an analytical approach with good questioning & listening skills.
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.

• A+
• N+

• 1 to 3 years experience as an IT desktop support technician

• Certificate (Preferred)

• MS 900 (Preferred)
• AZ 900 (Preferred)

POSITION INFO:
The position is based on site start at 7am, so they will need to live in the Sandton, Parktown area.
Role Description:
The Support Engineer is a key part of our client’s service framework providing end to end management of tickets and service requests reported by the customer.

• Assist users onsite and in person.
• Setup IT hardware for training and examination centres
• Manage Tickets and Requests
• Receive and record all calls from the company’s customers.
• Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation.
• Assist with customer onboarding projects and migrations.
• Monitor and escalate Tickets according to the customer’s SLA.
• Keep users informed on status and progress of their Tickets.
• Aid customer retention and satisfaction.
• Help to improve efficiency, processes, documentation, and automation.

• Excellent technical troubleshooting capabilities including Windows OS and applications, and Office 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching.

• Customer focused, with an analytical approach with good questioning & listening skills.
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.

• A+
• N+

• 1 to 3 years experience as an IT desktop support technician

• Certificate (Preferred)

• MS 900 (Preferred)
• AZ 900 (Preferred)

NB! This job is now closed. You can apply for other jobs by uploading your CV.