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IT 2nd Line Support Technician
Remuneration: | cost-to-company |
Location: | Johannesburg, Sandown, Sandton |
Travel requirement: | Occasional |
Job policy: | Employment Equity position |
Type: | Permanent |
Reference: | #IT 2nd Line Support |
Company: | Primedia Recruiter |
Job description
Key purpose of the roleThis role is to address all day to day IT related issues and manage IT support by 3rd party service providers.
Key outputs/accountability
- Provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of employee service.
- Assist with 1st line technical support queries for when the workload when required.
- Ensure that ticket resolutions are done in accordance to SLA timelines.
- Escalate problems where necessary to 3rd 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 SOP's.
- A+
- N+
- Diploma or degree with a specialisation in IT
- ITIL Foundation V3
- 2-3 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.
- 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.
- Able to prioritise under pressure and work to deadlines.
- Excellent decision-making, judgement, planning and organization skills.
- Ability to work well within a team, supporting other team members
- Team player
- Attention to detail and accuracy
- Initiative
- High levels of professionalism
- Punctuality
- Quick learner
- Process-focused
Send your detailed CV to broadcastingcareers@primedia.co.za with the Subject Line “IT 2nd Line Support”. The closing date for applications is 22 October 2024.
Posted on 17 Oct 17:16, Closing date 25 Oct
See also: Technician, IT Technician
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