This role is to address all day-to-day IT-related issues and manage IT support by third-party service providers.
Key outputs/accountability
Provide second-line technical support queries professionally and efficiently, maintaining a high degree of employee service.
Assist with first-line technical support queries when workload requires it.
Ensure that ticket resolutions are done in accordance with SLA timelines.
Escalate problems where necessary to third-line support or third-party suppliers.
Take ownership of user problems, perform a technical diagnosis, and fix the issue either remotely or on-site.
Document all employee requests, queries, or complaints in the call logging system.
Support users in the use of computer equipment by providing necessary training and advice.
Arrange for external support visits whenever problems cannot be resolved in-house.
Execute incident and service request management, asset management, change management, and knowledge management through compliance with specified policies and SOPs.
Educational qualifications
A+
N+
Diploma or degree with a specialisation in IT
ITIL Foundation V3
Required knowledge and experience
Two to three years of experience in second-line support
Experience with Microsoft Windows 7, 8, and 10, and Windows Server OS
Experience with Mac OS X
Some knowledge of enterprise networking, TCP/IP, DNS, DHCP, etc.
Required skills
Excellent telephone etiquette
Excellent communication skills
People skills
Excellent technical ability in one or more key team areas
Good technical understanding of current leading technologies, suppliers, and industry terminology
Ability to prioritise under pressure and work to deadlines
Excellent decision making, judgement, planning, and organisation skills
Ability to work well within a team, supporting other team members
Attributes
Team player
Attention to detail and accuracy
Initiative
High levels of professionalism
Punctuality
Quick learner
Process-focused
Suitable candidates will be selected in accordance with Primedia Broadcasting’s Employment Equity Policy. Correspondence will only be conducted with shortlisted candidates. Should you not hear from us within two weeks of the closing date, please consider your application unsuccessful.
Primedia Broadcasting is the home to premium radio stations in Gauteng and the Western Cape and specialises in omnichannel converged solutions that deliver results.
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This role is to address all day-to-day IT-related issues and manage IT support by third-party service providers.
