|Reference #||147/ 2017|
|Location||Benoni, Gauteng, South Africa|
IT technicians diagnose computer problems, monitor computer processing systems, install software, and perform tests on computer equipment and programs. Technicians may also set up computer equipment, schedule maintenance and teach staff to use programs. Other job duties can include minor repairs and computer parts ordering.
|Job Functions||Information Technology|
Key Role Outputs
a)Require strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems, and basic computer programming.
b)Familiarity with electronic equipment.
c)Internet applications and security may also be required.
d)Technicians may also need good communication skills because this position requires frequent interaction with staff.
Details of Function:
•Specific duties include but are not limited to the following:
oPrimary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
oRespond to questions from all emails and callers.
oBecome familiar with each client and their respective applications.
oLearn fundamental operations of commonly used software, hardware, and other equipment.
oFollow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
oBecome familiar with helpdesk policies and services.
oBecome familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department
oDealing with hardware and application support queries and issues reported to the support desk
oTake ownership and responsibility of an issues from start through to a successful resolution
oEscalate issues and involve experts wherever required in order to resolve issues as quickly as possible
oDealing with queries by following departmental procedures for fault resolution
oThe duties require that the Service Desk Agent receives and logs work requests using some applications such as Microsoft\CRM\Libre Office VOIP or other related applications
oEnsures that supported customer accurately completes the approved work request with the date and time of submission
oDevelop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
oDevelop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
oMaintain adequate knowledge of operating systems and application software used to provide a high level of support
oMaintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures
•Documents service and installation actions by completing forms, reports, logs, and records.
•Installing and configuring computer hardware operating systems and applications;
•Monitoring and maintaining computer systems and networks;
•Talking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
•Troubleshooting system and network problems and diagnosing and solving hardware or software faults;
•Replacing parts as required;
•Providing support, including procedural documentation and relevant reports;
•Following diagrams and written instructions to repair a fault or set up a system;
•Supporting the roll-out of new applications;
•Setting up new users' accounts and profiles and dealing with password issues;
•Responding within agreed time limits to call-outs;
•Working continuously on a task until completion (or referral to third parties, if appropriate);
•Prioritizing and managing many open cases at one time;
•Conducting electrical safety checks on computer equipment.
a)Matric (Grade 12)
b)2-5 years’ experience in Information Technology
Knowledge and Skills
a)Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
b)Ability to utilize the applications for Microsoft Office and Linux based software for support, reporting and documentation.
c)Excellent oral and written communication skills.
d)Ability to provide technical support over the phone; good phone skills, professional demeanour, previous customer service experience strongly desired.
e)Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
f)Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
g)Creativity. Ability to think around problems and come up with creative solutions is helpful.
h)Ability to work with or without direct supervision.
i)Working with People
j)Applying Expertise and Technology
l)Learning & Researching
m)Planning & Organizing
n)Delivering Results and Meeting Customer Expectations
o)Achieving Personal Work Goals and Objectives
a)Respect the importance of confidentiality.
b)Be honest, humble and hardworking.
c)Uphold high standards of integrity.
|Job Closing Date||01/12/2017|