Where

Help Desk / Technical Support

Exceed Human Resource Consultants (Pty) Ltd
Johannesburg Full-day Full-time

Description:

  • Attend to all incoming technical calls on the technical help-desk within agreed service levels.
  • Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have.
  • Taking clients/field technicians through a series of actions telephonically, to help set up systems or resolve faults and
    issues.
  • Accurately capture and update all client interactions in as much detail on applicable systems for future use and also for
    trend analysis use.
  • Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention.
  • Identify persistent and potential faults and suggest solutions.
  • Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues.
  • Work collaboratively with other members of the technical help-desk, scheduling, project management, regional managers and infrastructure architects to develop and deliver long-term solutions to meet user needs
  • Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved.
  • Increase 1st level or remote fixes at all times.
  • Manage outbound calls
  • Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list.
  • Making outbound calls to specific clients as requested by network directors, regional managers and other senior management staff.
  • Provide high service and quality standards to calls made outbound that applies to inbound calls.
  • Provide feedback to relevant parties on conclusion of outbound calls to networks
  • Network Management
  • Manage, monitor and maintain assigned network venues.
  • Establish contact with venues needing technical assistance that forms part of your assigned networks.
  • Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached.
  • Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed.
  • Follow up with customers to ensure satisfaction was achieved.
  • Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client.
  • Partner with other IT service providers the client might have to ensure resolution is reached.
  • Manage Engine System administrator
  • Manage, monitor and maintain Manage Engine reporting system.
  • Setting up new users' accounts and profiles and dealing with password issues
  • Provide relevant system reports on request.
  • Support documentation to assist staff with system usage and requests for information and to provide staff training if
    required.
  • Testing and evaluating new requirements for the system.
  • Advise and assists the Head or Services, Media Services manager and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth and development for the system.
  • Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to
    address internal company needs.
  • Adhoc duties as requested by Head of Department or CEO.
  • Cost Estimate & Finance
  • Will be required to create quotes and send to client for approval and maintain 100% accuracy

Requirements:

  • Attend to all incoming technical calls on the technical help-desk within agreed service levels.
  • Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have.
  • Taking clients/field technicians through a series of actions telephonically, to help set up systems or resolve faults and
    issues.
  • Accurately capture and update all client interactions in as much detail on applicable systems for future use and also for
    trend analysis use.
  • Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention.
  • Identify persistent and potential faults and suggest solutions.
  • Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues.
  • Work collaboratively with other members of the technical help-desk, scheduling, project management, regional managers and infrastructure architects to develop and deliver long-term solutions to meet user needs
  • Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved.
  • Increase 1st level or remote fixes at all times.
  • Manage outbound calls
  • Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list.
  • Making outbound calls to specific clients as requested by network directors, regional managers and other senior management staff.
  • Provide high service and quality standards to calls made outbound that applies to inbound calls.
  • Provide feedback to relevant parties on conclusion of outbound calls to networks
  • Network Management
  • Manage, monitor and maintain assigned network venues.
  • Establish contact with venues needing technical assistance that forms part of your assigned networks.
  • Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached.
  • Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed.
  • Follow up with customers to ensure satisfaction was achieved.
  • Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client.
  • Partner with other IT service providers the client might have to ensure resolution is reached.
  • Manage Engine System administrator
  • Manage, monitor and maintain Manage Engine reporting system.
  • Setting up new users' accounts and profiles and dealing with password issues
  • Provide relevant system reports on request.
  • Support documentation to assist staff with system usage and requests for information and to provide staff training if
    required.
  • Testing and evaluating new requirements for the system.
  • Advise and assists the Head or Services, Media Services manager and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth and development for the system.
  • Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to
    address internal company needs.
  • Adhoc duties as requested by Head of Department or CEO.
  • Cost Estimate & Finance
  • Will be required to create quotes and send to client for approval and maintain 100% accuracy
  • Matric
  • 2 years’ experience in Information Technology Industry
  • Training in networking and relevant Information Technology qualification
  • Drivers Licence
  • Matric
  • 2 years’ experience in Information Technology Industry
  • Training in networking and relevant Information Technology qualification
  • Drivers Licence
03 Apr 2025;   from: careers24.com

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