Introduction
Based at the Intellitech Systems Offices in Hyde Park, as well as various customer sites within Johannesburg & Pretoria, this position reports to the company technical lead. This role provides first line response to customers, as well as on-site support from time to time as required by the company technical lead.
Duties & Responsibilities
- Day to Day:
- Monitor the service desk ticket queue, ensure that all issues are responded to or assigned to a technician
- Provide 1st line support over the phone, or via email to users at customer sites
- Perform administration related to customer requests (e.g. facilitating orders, providing feedback on processes, raising issues with vendors, etc.)
- Perform resolution of customer issues as directed by the customer or company superiors
- Visit customer sites and become familiar with their setups to be able to respond to IT queries from their users
- Fill-in for technicians who are on leave or indisposed
- Track processes for in-flight projects and activities thorough the ticketing system
- Escalate issues which are not being resolved in an appropriate timeframe
- 3rd party management / engagement
- Receive and act upon customer escalations
- Engineer customer and company solutions to improve functionality and stability
- Participate in the company standby schedule
- Maintain a good working relationship with customer teams
- Ensure logging of all support requests within or across ticketing systems
- Ensure resolution of escalated tickets in the ticketing system and monitor ticket ageing
- Customer Engagement:
- Create visual aids to assist customers with the understanding of their systems
- Send our regular communication to customers
- Maintain network and infrastructure documentation when changes are made to customer and company systems
Desired Experience & Qualification
Educational Requirements
Mandatory:
- Matric or NQF Equivalent
- General experience in the provision of technical support
- At least 2 related Industry Certifications (MS Certs, Cisco Certs, A+, N+, Security+, etc.)
Advantageous:
- Professional body certifications in ITIL, Project management and other relevant areas
- Degree or diploma in computer science, systems or data science
Experience required
- Some exposure to IT support or to the provision of IT services in general
- Interest in pursuing a career in one of the following areas:
- Datacenter (Servers, Storage, Hyperconvergence)
- Networking / Security (LAN, WAN& SDWAN networking, Firewalls, Modern Threat management, Endpoint)
- Cloud Technologies (Azure, AWS, Huawei)
- Familiarity with the following technologies:
- Microsoft Client Operating Systems – W7/W10
- Mobile operating Systems (IOS / Android)
- Microsoft Security frameworks
- Windows File Permissions
- Networking Basics (IPv4/v6 addressing & subnetting, cable management, fibre connectivity, internet connectivity)
- Server, storage and network hardware
- Backup concepts
- Voice system concepts
- Experience in understanding & maintaining detailed documentation, including:
- Project plans (MS Project)
- Systems documentation
- Process documentation
- Reports on work output
Package & Remuneration
Remuneration for this position will start between 6k and 8k per month, with growth of up to 100% within 12 months based on achievement of performance and training goals.
Interested?
If you’re interested in joining a team where there is continous learning and growth, and you have an interest in building your career in Cloud, Networking, Security or Datacenter technologies then you should apply for this role. You will need to have some IT background or education to be successful.
