IT End User Support Technician (External Applications Only)

Description:

Provide support, assistance, and guidance to end users. Technician will also be required to assist with the support and maintenance of IT infrastructure that will fall within the EUS function, including but not limited to user account maintenance on selected systems, monitoring, troubleshooting, and testing of IT hardware and software.

Requirements:

• Grade 12, NQF Level 4, with 2 to 3 years in similar support role

• Relevant IT diploma or degree will be advantageous

• A+ and N+ certification

• Basic network fault finding

• MCDST or equivalent work experience

Superior computer skills on MS Packages

• Active Directory and 365 knowledge (User account maintenance)

• Hardware and Software trouble shooting skills

• Knowledge of network topology and ability to provide support

• Excellent communication skills (Verbal and written)

• Strong administration skills

• Conversant knowledge of IT terminology

• In-depth knowledge of helpdesk call logging process and resolution reporting

• Apple product knowledge would be advantageous

Technical end user support

• Application and device troubleshooting and support – identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficiently

• Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software.

• Use approved remote management tools to remotely support end user devices.

• Ability to do root cause analysis and troubleshooting across systems to resolve incidents

• Available for remote support after hours and additional afterwork on an ad-hoc basis as required by business.

• Assist with the connection of end user devices to Audio Visual support equipment

• Build a working knowledge of Microsoft products

• Support security policies and standards.

Admin

• Routing calls to 2nd line support or field services where remote support cannot be completed

• Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents

• Follow escalation matrix and keep customer informed.

• Enabling management with communication about incidents/requests

• Ensure assets under IT cost centers are tracked and maintained responsibly

• Develop, document, and maintain Knowledge Based Articles related to end user support

Customer Focus

• Ownership of Incidents and Service Requests, until resolution with continuous feedback.

• Build Relationship with users to understand potential improvement opportunities for support.

• Identify and understand business challenges of the end user and the impact thereof on support requirements

• Ability to engage and liaise with all personnel including executive level personnel.

Drive for results

• Constantly looks for and acts on opportunities to improve department performance

• Works to exceed goals set by others

• Develops stretching goals for self and department, working consistently and tenaciously to meet these

• Implements clear control mechanisms to measure results against department performance objectives

• Identifies barriers to performance and persists in overcoming them

• Assists team members in achieving their goals

Solve Problems

• Identifies problems and seeks root cause

• Resolves problems and escalates issues accordingly

• using relevant information available in own department and operational work environment to resolve problems

Make Decisions

• Makes decisions within framework of company policies and within set timelines

• Makes decisions giving due consideration to consequences of the decision made in area of responsibility

• Implements decisions made in line with agreed processes and policies

Plan

• Plans within framework of operationally/department policies and procedures

Manage Performance

• Follows through on commitments made and deliver on them to achieve set objectives and targets

• Takes accountability for own and or subordinates actions and implements corrective action where required

Handle Pressure

• Handles pressure well and is consistent in controlling own responses irrespective of time/or workload pressures

• Remains focused and rational by not showing frustration or anger when resisted and displays self-confidence when dealing with difficult situations

• Calms others who are expressing frustration or anger "

Collaborate

• Recognises conflict among team members and deal with it effectively

• Identifies and improves communication to bring conflict within the team into the open and facilitate resolution

• Makes concerted effort to collaborate and build rapport with internal stakeholders in finding solutions to situations leading to conflict and misunderstanding

Communicate

• Assesses the needs of audience in order to deliver appropriate message and content

• Applies communication strategies to ensure inputs from role players are discussed and acted upon

• Actively shares information and ideas, and encourages others to share their views and concerns