Desk Top Support Technician - Onsite Support

Role and responsibilities:

• To provide immediate first line support and dealing with end user support queries
• Ensure service desk is kept up-to-date and that tickets were resolved within service level agreement times
• Hardware and Software - setup, configure, troubleshoot
• Logging and maintaining all support calls, troubleshooting (password reset to resolving back up failures etc, VPN issues)
• Creating of new users and management of current users on Active Directory & new user mailboxes
• Ensuring all backups are working successfully.
• Create new users, VPN setup, and DHCP.
• Office 365 admin configurations, installing and setup.
• Client liaison and customer service principles
• Basic knowledge of IP networking and protocols, e.g. HTTP, FTP, SMTP, DNS, WINS, DHCP.
• Basic understanding of network services, e.g. email / internet / firewall / Proxy
• Advanced knowledge of Microsoft Windows client operating systems (Windows 8,1 & 10 )
• Above average knowledge of commonly used applications (Office 2013/16/ Office 365, Internet Explorer/Firefox, Chrome)
• Highly advanced computer literacy
• Detailed knowledge of computer hardware (Desktops, laptops, components & peripherals)

Requirements/ Experience:

• Valid drivers license and own reliable car.
• Matric
• CompTIA A+ is essential
• CompTIA N+ or IT Diploma, MCITP or MSCE 2012 (Desktop Engineer) - would be an advantage.
• 2 3 years experience with exposure to IT systems in an environment with 60 or more users.
• Experience working with: Microsoft Office 2007/2010/2013/ Office365 products, Outlook, Word, Excel, Access, Internet Explorer, Windows XP Windows 7 Windows 8.1, Windows 10 desktops, laptops, printers, networked copiers, basic LAN/WAN connectivity
• Excellent organisational and interpersonal skills
• Good telephonic manner and communication skills.
• Attention to detail, accurate and analytical
• Willingness to learn and follow through on operations
• Handle stress very well and able to work under pressure and deadline orientated
• Troubleshooting ability & quick learner for recurring problems.
• Flexible with working hours availability to work afterhours occasional overtime may be required