Desktop Support Technician

JOB TITLE:

First Response Technician

LOCATION:

Stellenbosch / Cape Town (Hybrid)

Purpose of Position:

As a First Responder Technician, you will play a critical role in providing efficient and effective technical support to our clients and internal teams. You will be required to perform simple hardware and software resolution as issues are initially logged by clients. The First Line Response Technicians take ownership of the service experience from first contact through to resolution.

• Deliver first-line remote and on-site technical support to clients and internal staff.
• Creating, assigning, and strategically prioritise support tickets on behalf of customers, considering their urgency and impact.
• Manage and execute basic hardware component installations and software related issues independently.
• Demonstrate proficiency in independently troubleshooting and effectively resolving configuration problems.
• Independently manage and update support tickets within the ticket management system with the accurate statuses and updates.
• Independently resolve technical issues, including complex mail flow problems, delegate email access, and locked emails, while collaborating with senior team members on advanced problem-solving.

• Conduct frequent on-site inspections to ensure a stable internet connection and the proper functioning of all workstations, including necessary updates and maintenance.
• Provide frequent on-site assistance for First Line incidents and requests that require in-person attention, not achievable remotely to clients and internal departments.

• Compile clear and user‑friendly 'how-to' guides for common technical procedures.
• Present documented guides to the team for review and feedback.
• Maintain and amend documents based on feedback and changes to ensure accuracy and accessibility for future reference.
• Get documents signed‑off by team lead and upload to cloud‑based IT documentation software system.

• Providing continuous communication to clients on issues logged, employing a customer‑focused approach, active listening, and empathy.
• Provide timely updates independently on customer‑submitted tickets, ensuring strict adherence to the SLA framework, utilising the ticket management system.
• Convey technical solutions to clients in a clear and easily understandable way.

• Engage with team members to identify recurring issues, propose innovative solutions, and contribute to ongoing process improvements.
• Participate in problem‑solving discussions and contribute to problem‑solving discussions.

• Stay up‑to‑date with industry trends and best practices to enhance technical expertise.
• Support with providing training sessions to First Responder Technicians and interns to enhance their skills and knowledge.

• Collaborate closely with team leads to systematically explore and exhaust troubleshooting steps before contemplating any escalation.
• Document comprehensive notes within the support tickets to record the actions taken in resolving issues before escalation.
• Coordinate and oversee the escalation of complex support tickets to the relevant departments, in accordance with SLA requirements.

• Independently coordinate project tasks and contribute to the achievement of project objectives.

• National Senior Certificate or equivalent
• CompTIA A+
• Mimecast:
  Level 1 Warrior
• Proven 1-3 years’ working experience in IT‑related role (desirably in MSP environment), providing technical support and troubleshooting in an IT environment.
• Proven 1-3 year experience and strong knowledge of operating systems (e.g., Windows, macOS) and common software applications (Pastel, Team Viewer).
• Experience using ticketing systems for tracking and managing support requests.
• Experience using remote control tools

• Microsoft: AZ-900 - Azure Fundamentals
• Microsoft: MS-900 - 365 Fundamentals
• Microsoft: MD-102 - Microsoft 365 Endpoint Administrator

• Competent in providing remote and onsite support.
• Strong knowledge of operating systems (e.g. Windows, macOS) and common software applications (Pastel, Teamviewer).
• Demonstrate an advanced understanding of computer hardware components.
• Applying Expertise and Technology
• Writing and reporting

• Adaptable
• Approachable
• Caring
• Change
• Decisive
• Detail focused
• Ethics
• Listening
• Poised
• Resilient
• Rigorous
• Self-development
• Self-esteem
• Stress management
• Striving
• Tenacious

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work‑like’ environment at your home location to deliver your best in terms of performance and productivity