IT Service Technician (Onsite)

• 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.
• Effectively manage customer expectations with timeous updates & clear telephonic communication to the clients’ nominated point of contact throughout the support process.
• Important & urgent tickets are classified and categorized correctly and then dealt with accordingly.
• Communicate critical level status to the CSM team at regular intervals.
• Coordinate all scheduled activities.
• Perform all onsite work in a timeous manner and arrange/confirm any schedule changes with the Support Centre Co-coordinator.
• Maintain current, accurate notes of all issue resolution activities within Service Tickets including time logs.
• Verify all necessary information has been captured on the Service tickets prior to processing for billing.
• Verify all necessary information has been captured on the Service tickets prior to closing.

• Complete routine proactive maintenance where needed.
• Maintain and develop own knowledge and skills to assist with first-time fault resolution.
• Attend to designated RMM tool notifications about issues with PCs before the client realizes the problem.

• Collaborate with the team to ensure that tickets are closed timeously, and queues are not unwieldy.
• Attend weekly team meetings with the team and be prepared for queries on tickets.
• Updating the company Knowledgebase and Documentation as information is gained or where needed.

• Always promote and represent the company’s brand and values.
• Respond to clients’ requests as quickly and efficiently as possible.
• Always drive the development of strong relationships between the company and clients.
• Contribute towards client satisfaction.
• Take every opportunity to always help colleagues delight clients.
• Assist the Sales Team where required and escalate sales opportunities by recommending technical resolution where issues are systemic or chronic.

 

Additional Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.  

• This job description is not exhaustive and may be subject to change depending on business requirements.  

• All works to be completed as set out by Ways of Work provided.

• Grade 12 Senior Certificate
• Current A+ and N+ or equivalent Certification
• 2+ years of industry relevant Experience in email/phone/onsite troubleshooting.
• A good understanding of PC software and hardware troubleshooting.  
• Completion of all stated internal and external training as per the individual Personal Development plan

• Requirements over and above Level 1
• Driver’s Licence (essential)
• VMware Experience (Basic)
• Mac Workstation Experience (Intermediate+)
• Microsoft Office Application Support Experience (Expert)
• Internet Connectivity Support Experience (Expert)
• Intermediate Networking Experience
• Experience Administering cloud services
• Windows Server Administration and Support (Certification an advantage)
• Exchange Server Administration and Support (Certification an advantage)
• Minimum 3 years of industry relevant Experience in email/phone/onsite troubleshooting.
• Expert at Hardware replacement and repair
• Broad based knowledge of industry standard software products in support of customer environments.
• Completion of all stated internal and external training as per the individual Personal Development Plan.

• Requirements over and above Level 1 and Level 2
• VMware VCP (VMware Certified Professional) – VMware Expert (Understanding VMware Clustering and vSwitches)
• Windows Server, Exchange and Office 365 (Expert) – Must at least have a MCSA Windows Server 2016 or Equivalent – Having experience setting up and troubleshooting issues.
• SAN Experience (Expert) – Having installed, configured, and troubleshooted.
• Minimum +5 years of Industry Experience in IT, working with Servers in depth and in an IT Support Environment  
• Completion of all stated internal and external training as per the individual Personal Development Plan.