Desktop Support / Helpdesk (Level 1)

ENVIRONMENT:

A dynamic Cape Town based IT company providing systems development, consulting and project management require a Desktop Support / Helpdesk (Level 1) person to join their team. A valid drivers and reliable vehicle is required as the suitable candidate will be required to visit clients.  

 

DUTIES:

Resolve all calls escalated to 2nd level by internal / external key relationships -

• Responsible for all calls that 1st level support cannot resolve.
• Includes incident and change management (new sales) calls.
• Resolve within SLA.
• Follow up with customer.
• Update system in real time.
• Resolve issues relating to monitoring and system alerts – include in ALL.
• Assign to 2nd level support if cannot resolve.
• Use and update the knowledge base of the system.

Support to internal key relationships -

• Follow up with assignees, customers, and 3rd party.
• Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).
• Create relevant notes associated with the logged call.
• Update knowledge base.

Proactive approach to selling solutions to customers -

• Awareness of customer configuration.
• Listen to needs and identify opportunities.
• Sell in appropriate service or product.
• Utilise sales template provided.
• Be accountable for many hours of billing to cover this positions costs.

Relieve 1st level support when required -

• React to incoming calls by answering the phones when 1st level is unavailable.
• Monitor queue for new emails received and monitor inbox emails.
• Monitor alerting systems and follow escalation procedure.
• Log calls.
• Update the system in real time.
• Accountable for the follow up and quality closure.
• Actively monitor the incident and change requests for warnings and breaches.
• Get an ETA from the Assignee and add a note describing the reason for breach.
• Create relevant notes associated with the logged call.

REQUIREMENTS:

• Relevant Courses which enable the individual to complete their work.

• Working knowledge of all the skills below are preferable but not essential:
• Windows
• Windows Server and Desktop
• Active Directory
• File Services
• SUS Services
• MS Exchange 2012, 2010, 2007, 2003
• MS SQL Server
• IIS
• IAS Server
• ISA Server

Networking / Security -

• TCP/IP
• Routing and Switching
• Basic understanding of Common Application Protocols, namely, SMTP, HTTP, POP3 etc.
• Ability to trouble shoot using packet sniffer.
• Understanding of wireless networks with 802.1x.
• Authentication

Hardware -

• Basic understanding of latest server technology.
• Understanding of Raid levels.
• Understanding of software and hardware Raid.
• Trouble shooting hardware problems.

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