Job Openings Tier 1/PP Technical Support Engineer

About the job Tier 1/PP Technical Support Engineer

Tier 1/PP Client Services Consultant

Location: Johannesburg

Model: On-Site


Job Description

Purpose:

Provide client support by resolving requests and incidents to ensure optimal infrastructure functionality.

Duties and Responsibilities:

  • Provide professional, concise communication with team members and customers.
  • Deliver excellent customer service, verbal communication, phone skills, and maintain a high level of professionalism.
  • Perform workstation troubleshooting, setup, and configuration.
  • Manage incidents and resolve service requests efficiently.
  • Understand and utilize ITSM systems effectively.
  • Troubleshoot hardware, OS, and software-related issues on workstations.
  • Demonstrate good knowledge of Microsoft applications, including but not limited to Microsoft Office.
  • Apply working knowledge of networking protocols, including TCP/IP, DNS, and DHCP.
  • Distinguish between different connectivity scenarios and understand how they work (e.g., ADSL, Fibre, MPLS).
  • Understand network security and malware/ransomware prevention.
  • Install, configure, and troubleshoot third-party applications such as managed Antivirus.
  • Be self-motivated and able to work under pressure, both independently and as part of a team.

Key Performance Areas:

Support

  • Process client requests and resolve incidents as soon as possible.
  • Ensure hardware, desktop, network, app, and connectivity functionality.
  • Collaborate with third-party service providers to resolve issues as needed.
  • Input: Process client requests and resolve incidents as soon as possible. 
  • Ensure hardware, desktop, network, app, and connectivity functionality. 
  • Collaborate with third-party service providers to resolve issues as needed.
  • Measure: Functional network and infrastructure. 
  • Network and infrastructure maintenance. Ticket closure as soon as possible. 
  • Client satisfaction

Minimum Qualifications and Experience:

  • Hardware, application, and software understanding and experience.
  • 4 years of support experience.
  • Competencies and Skills:
  • Competencies:
  • Process driven
  • Resilience
  • Learning potential
  • Strategic insight
  • Relationship building
  • Attention to detail
  • Self-starter

Skills:

  • Technical and product knowledge; hardware and software.
  • Technical skills such as Office 365, servicing certificates, knowledge of and experience with third-party service provider products, network connection, and function knowledge.
  • Interpersonal skills
  • Communication
  • Relationship building
  • Key Performance Area: