Job TitleHelpdesk End-user support technician
Employment TypeFull Time
Experience2 to 3 years
Job Published30 January 2024
Job Reference No.4086605604
Helpdesk End-User Support Technician Cape Town
Our IT Technology client is looking for a Helpdesk End-User Support Technician with 3 years plus experience. The End-User Support Technician is responsible for providing technical support to all customer end-users via the helpdesk and relevant support channels. This includes the efficient resolution of support tickets across a variety of platforms and technologies. In-house, as part of the customer end-user support team.
Qualifications and Education
CompTIA A+ CompTIA Network+ CompTIA Sec+
2-3 years of experience in a helpdesk or similar IT support role
Preferred Skills ITIL Foundation certifications
Experience with remote support tools Familiarity with ticketing systems
Desirable Qualifications MD-102 – Endpoint Administrator MS-300 – Deploying MS365 Teamwork MS-500 – MS365 Security Admin MS-100 – MS365 Identity and Services MS-101 – MS365 Mobility and Security Microsoft certifications related to desktop and cloud services. Experience with cybersecurity practices Familiarity with various software and hardware troubleshooting
Technical Support: Providing remote technical support to end-users, including receiving, logging, resolving, and closing support tickets.
Managing user expectations and ensuring effective communication throughout the support process.
Areas of Support: Windows and Mac OS Device support Basic network and server support Microsoft 365 and other cloud services Data management, backup and recovery Telecom/PBX systems support Mobile device management Software installation and troubleshooting Documentation: Documenting all resolved tickets, actions, and solutions in the helpdesk system. Creating and updating internal knowledge base articles.
Processes: Following and improving existing IT support processes.
Collaborating with the IT team to enhance overall service delivery.
Customer Interaction: Providing excellent customer service via phone, email, and chat. Escalating complex issues to relevant teams or senior technicians.
Traveling to customer sites for onsite support requirements.
Professionalism: Maintaining high standards of professionalism and confidentiality