Services Technician
Services Technician
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4-5years
1 - 1
1 Vacancy
Job Description
Key Performance Objectives & Responsibilities:
1. Technical Support
Provide remote and onsite technical support to end users.
Support Windows and Apple Mac OS Microsoft Office and businessspecific software.
Deliver VIP support to executive users.
Troubleshoot and resolve software and hardware issues; escalate as necessary.
Collaborate with vendors and internal teams for issue resolution.
2. Ticket Management
Manage incidents and service requests using an ITSM tool.
Keep tickets updated and users informed of progress.
Ensure timely resolution within SLA parameters.
Escalate unresolved or complex incidents appropriately.
3. Client Engagement
Communicate clearly with stakeholders including users and management.
Update users on ticket status priority changes and resolution timelines.
Confirm resolution effectiveness before ticket closure.
4. People Engagement
Provide professional and courteous support both technically and interpersonally.
Serve as a liaison between IT support and end users when required.
Qualifications and Experience:
Minimum: Matric A Network
Advantageous: MCSE/MCSP Apple Mac Certification ITIL Foundation IT diploma or degree.
3 5 years of experience in a Level 2 IT Desktop Support role.
Valid driver s license.
Core Competencies:
Strong troubleshooting and problemsolving abilities.
Excellent communication and interpersonal skills.
Customer serviceoriented with high attention to detail.
Familiarity with ITIL practices and service management.
Dependable team player with a focus on service excellence.
Must work according to defined client business hours.
Willingness to support users both remotely and onsite as needed.
MCSE, MCSP, ITSM, ITIL, TICKET, WINDOWS, APPLE
Employment Type
Full Time
