Junior Helpdesk Engineer in Cape Town
Delivers quality work with few comebacks, good ticket admin and adherence to process. Closes tickets with enough focus on solution and root cause.
Client centricity: Meets ticket survey ratio levels.
Consistently meet MTTR targets – Less than 3 hours to respond.
Time logged: meets productivity expectations consistently.
Address user tickets regarding hardware, software, and networking.
Walk customers through installing applications and computer peripherals.
Ask targeted questions to diagnose problems.
Guide users with simple, step-by-step instructions
Conduct remote troubleshooting.
Test alternative pathways until you resolve an issue.
Customize desktop applications to meet user needs.
Record technical issues and solutions in logs.
Direct unresolved issues to the next level of support personnel.
Follow up with clients to ensure their systems are functional.
Report customer feedback and potential product requests.
Help create technical documentation and manuals.
Proactively shares knowledge within the team.
Provides technical support and mentorship to team members.
Supports fellow team members to ensure the team succeeds collectively.
Drives own personal, technical and career development.
Conducts themselves professionally always.
Deciding and Initiating Action
Working with People
Adhering to Principles and Values
Relating and Networking
Presenting and Communicating Information
Planning and Organising
Coping with Pressure and Setbacks
Achieving Personal Work Goals and Objectives
Writing and Reporting
Applying Expertise and Technology
Learning and Researching
Creating and Innovating
Delivering Results and Meeting Client Expectation
Following Instructions and Procedures
Onsite client support.
Proficient on Autotask
Setting up computers/workstations
Microsoft 365 – Incidents & Requests
Mimecast – Incidents and Requests
End user hardware troubleshooting and Requests
Logging tickets with 3rd party vendors for 3rd party applications
Anti-virus end user support
MCSE/MCSA or equivalent
Minimum 1 years’ experience in IT Customer Service environment
Minimum 1 years’ Infrastructure experience in an IT services company
You will be required to travel to clients. Own vehicle and a valid driver’s license are required.
May be required to work after hours at times.
Ability to be available for weekly standby according to a roster.
If you are interested please send your CV
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