Tier 3 Help Desk|R19000-R22000|Medical Aid + Provident Fund
Posted on :
29-11-2022
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
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Jobs by Experience
2 + years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
29-11-2022
Job Description
Req ID : 1772737
About Staff Domain
Staff Domain connects the best local talent with leading progressive businesses from all around the world. We believe great professionals need a great environment to enjoy and thrive in. We have a State-of-the-art office facility in Randburg equipped with high speed internet and business grade computers.
Our fun and supportive culture underpins our strong focus on learning and development. We work hard to ensure that you receive a strong induction and learning and development programs customized to propel you towards your long term career goals. That can include courses that help you attain specific technical skills or a program that develops you as a team leader. This role will be reporting physically to the office from day 1.
Join us and enjoy:
- Great Health Insurance for you and 1 dependent from day one
- Life insurance from your first day
- Market leading salary
- Attendance bonuses
- Health and fitness programs
- Regular social activities
The Help Desk Tier 3 position is responsible for providing excellent support to clients complex requests via phone, remote access, and/or onsite, in the areas of troubleshooting, researching, and resolving technical problems.
Duties and Responsibilities
- Provides remote and/or onsite technical support to callers and clients.
- Must be able to provide high level solutions within SLA timeframe.
- Responds to support tickets to troubleshoot and resolve issues.
- May travel to client locations to perform maintenance on equipment and solve problems.
- Diagnoses, troubleshoots and resolves hardware, software, network and system problems, and other client issues
- Answers questions posed by users for both software and hardware related issues.
- Installs upgrades to software or hardware.
- Works with networking equipment, recommends and makes changes and improvements as necessary.
- Develops project plans, system documentation, and work within a structured change control process
- Identifies issues that should be escalated to appropriate team member and reassigns the ticket to that individual.
- Follows up with customers to ensure issue has been resolved.
- Passes on any feedback or suggestions by customers to the appropriate internal team (member).
- Identify and suggest possible improvements in procedures.
- Performs all other duties as necessary.
Requirements
- 4-year bachelors degree in an IT related major or 2 year technical degree and relevant experience required.
- 2 years directly related experience.
- Previous MSP experience preferred.
- Excellent verbal communication skills, including the ability to listen and communicate well with clients.
- Excellent written communication skills.
- Ability to develop rapport; good interpersonal skills.
- Superior ability in problem solving and critical thinking.
- An "above and beyond" approach to customer service.
- Attention to detail and a dedication to providing quality service.
- Analytical thinking.
- Self-starter, self-motivated with the ability to work with minimal supervision.
- Skills in time management.
- Good planning and organizational skills.
- A sense of urgency.
- Ability to assess situations or problems and respond quickly.
- Experience using ticketing and time management software.
- Good driving record.
- Ability to work evenings and weekends as required.
- Technical Knowledge & Experience
- Ability to troubleshoot computer hardware and standard business software.
- Ability to setup new computers from scratch.
- Ability to add and remove users through active directory.
- General understanding of Windows Server, Active Directory, and Group Policy.
- Networking knowledge of IP, DHCP, DNS, Routers, Switches, WIFI, VPN, and others.
- Knowledge of Exchange, Google Apps, and Office 365.
4-year bachelor's degree in an IT related major or 2 year technical degree and relevant experience required. 2 years directly related experience. Previous MSP experience preferred. Excellent verbal communication skills, including the ability to listen and communicate well with clients. Excellent written communication skills. Ability to develop rapport; good interpersonal skills. Superior ability in problem solving and critical thinking. An "above and beyond" approach to customer service. Attention to detail and a dedication to providing quality service. Analytical thinking. Self-starter, self-motivated with the ability to work with minimal supervision. Skills in time management. Good planning and organizational skills. A sense of urgency. Ability to assess situations or problems and respond quickly. Experience using ticketing and time management software. Good driving record. Ability to work evenings and weekends as required. Technical Knowledge & Experience Ability to troubleshoot computer hardware and standard business software. Ability to setup new computers from scratch. Ability to add and remove users through active directory. General understanding of Windows Server, Active Directory, and Group Policy. Networking knowledge of IP, DHCP, DNS, Routers, Switches, WIFI, VPN, and others. Knowledge of Exchange, Google Apps, and Office 365.
Employment Type
Full Time
Key Skills
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