Experience

• 5-7 years’ experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements

Technical/Legal Certification  

• IT Diploma/certificate

• CompTIA A+
• CompTIA N+
• CompTIA Server+ (advantageous)
• Relevant OEM certifications (HP, Dell, Lenovo,)
• ITIL v3 Foundation Certification (advantageous)
• Cisco Essential
• MCSE (advantageous)

OTHER REQUIREMENTS

• Valid Driver’s license (2 years plus)
• Clear criminal record

Customer Perspective

• End user support - Resolve logged incidents as per client contract
• Deliver customer service - Communicate, dress and display positive attitude
• Quality incident resolution - Ensure incident is resolved on first contact within SLA
• Compliance to pending rules - Ensure compliance to pending rules is followed
• Quality data input - Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards
• Preventative maintenance - Identifies possible risks and reports to Team Lead
• Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes
• Setup desktop computers and peripherals and test network connections, install software for various applications and programs
• Test computers to ensure proper functioning of computer systems.
• Adhere to policies as per corporate manuals and directives.
• Pre-installation audits -  Ensure pre-installation audits conducted and maximum optimization of printers achieved

Internal Perspective

• Compliance -  Ensure compliance to relevant client checklist/SOP
• Utilization of Resolve IT - Ensure closure of tasks/incidents on Resolve IT
• Comply to Company processes/policies
• Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave, logbooks, IPad,
• Manage tools of trade (Gijima assets) e.g. Cellphone, IPAD, vehicle, stock
• Required to do Standby on a regular basis