Description:
Provides 1st and/or 2nd level telephone support to external and internal clients in connection with personal computers or networks, or network devices within the set expected service levels and in a quality beyond the expectations of the client.
Responsibilities
Not only receives calls from but also initiates calls to the clients. Provides users with proper authorizations. Performs troubleshooting directly in the system of the customer, re-installs programs if necessary. Works with greater independence, possesses bigger authority and knowledge to solve problems. Contributes to solving problems on client-specific devices and applications as well. Solves the overwhelming majority of the problems, forwards only those cases that require specialized knowledge to the next level of support or to a local partner. Shares knowledge with colleagues
Shifts:
24/7, night and weekends
Qualifications - Skill description:
Must have (or be studying towards) any of the below certification: Microsoft Certified Professionals (MCP) Microsoft Certified Desktop Support Technicians (MCDST) IT Infrastructure Library (ITIL) foundation Be familiar with repair, analysis and measurement tools Strong customer- and result-orientation Team spirit Good interpersonal and communication skills (verbal and written) Understanding of easy to handle administrative tasks Understanding of IT – Microsoft Windows and MS Office (Word, Excel, Power Point, Outlook) Social competency to handle also hard emotions Good ability to handle stress
Language knowledge required:
Advanced German
23 Feb 2022;
from:
gumtree.co.za