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Support Technician

Duties & Responsibilities: REPORTING STRUCTURES Reports to Technician Team Leader No of reports None PURPOSE OF THE JOB (maximum 6 lines) To provide 1st line support to the business as per Service Level Agreement (SLA). To take calls, logging and update customer queries, technical diagnostics/troubleshooting and managing customer expectations. The case resolutions will range from basic technical repairs and knowledge base to in-depth technical solutions. PRINCIPLE ACCOUNTABILITIES AND RESPONSIBILITIES Hardware Provide with desktop support Responsible for logging hardware calls Experience with PABX and telephonic equipment Ensure the execution of cell phone and PDA support Setting up of hardware. Maintain wired and wireless network Setting up and maintaining desktop computers Software. Support and maintain Windows Workstation OS’s Ability to operate Company Desktop Software Knowledge and experience to operate and install MS Office. Installing and testing new software Ensure that anti-virus software is installed, configured, and regularly updated IT Policies and Procedure. Ensure that IT policies and procedures are complied with. Ensure the safe use of IT equipment and systems Queries Management. Respond to queries as per calls logged Record and respond to technical queries through the IT helpdesk system.

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