IT Help Desk Support Engineer
- Johannesburg, Gauteng
- Temporary
- Full-time
- Provide First and Second Level End User Support. (L1 and L2)
- Installation, Troubleshooting & Maintenance of the below Hardware:
- Laptops.
- Desktops.
- MFP Printers.
- VOIP Hardware.
- Networking Hardware (Wired & Wireless).
- Ability to troubleshoot, diagnose and resolve faults, as logged on the Companies Helpdesk System, escalating to the Systems Administrator where necessary, quickly, and effectively.
- To provide technical support; Answering support queries via phone, email and Ticket system
- Taking clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- To take ownership of user problems and be pro-active when dealing with user issues
- Troubleshooting system and network problems and diagnosing and resolving hardware or software issues
- Setting up new user accounts and profiles and dealing with password issues
- To escalate more complex calls to a more senior IT Support member in timely manner
- Maintain a log of any software or hardware problems detected (Within Ticketing System)
- Support users in the use of computer equipment by providing necessary training and advice
- Installing and configuring computer hardware, operating systems, and applications
- Monitoring and maintaining computer systems and networks
- Maintains ISO compliancy at all customers
- Maintain network security and compliance
- Complete daily verifications on all critical systems including but not limited to: Backups, Event logs, Antivirus, Firewalls
- Maintain allocated customer network infrastructure with emphasis on reliability, uptime, compliance, security.
- Maintain high degree of professionalism while on customers premises.
- Conduct network audits reports as stipulated by Internal and external Auditors
- Adhere to Ticketing system procedures with emphasis on ticket completion within allocated SLA timeframes