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IT 2nd Line Support Technician
Remuneration: | cost-to-company |
Location: | Johannesburg, Sandown, Sandton |
Own transport required: | Yes |
Travel requirement: | Occasional |
Job policy: | Employment Equity position |
Type: | Permanent |
Reference: | #IT 2nd Line |
Company: | Primedia Recruiter |
Key purpose of the role
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.
- A+
- N+
- Diploma or degree with a specialisation in IT
- ITIL Foundation V3
- 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.
- 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
- Team player
- Attention to detail and accuracy
- Initiative
- High levels of professionalism
- Punctuality
- Quick learner
- Process-focused
Send your detailed CV to target="_blank">broadcastingcareers@primedia.co.za with the subject line “IT 2nd Line”. The closing date for applications is 4 June 2024.
Posted on 31 May 08:52, Closing date 30 Jul
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