Job Purpose
The primary purpose of this position is to support all computer users within Pinnacle’s Cape Town Branch ensuring an exceptional level of customer service.
This includes supporting and maintaining in-house computer systems, desktops, peripherals, and IT assets.
This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. This will also include training end-users. Troubleshooting problems timeously and accurately will be one of the main performance areas.
Key Responsibilities
Receive and respond to incoming helpdesk calls and e-mails regarding hardware problems
Communicate and partner with the Helpdesk to ensure transparency
Ensure that all incoming calls are closed within the agreed Service Level Agreement (SLA) timelines
Tracking incoming support calls
Ensure that unusual troubleshooting calls are documented in the Helpdesk’s knowledgebase
Dedicated support to Executive and Director level employees
Desktop backup support
Daily/Weekly/Monthly reporting (open calls, current projects, risk identification, system performance)
Ensure that databases are fully optimized
Work with end users to identify and deliver required PC service levels
Liaise with, and provide training and support to, end users and staff on computer operation and other issues
Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
Where required, install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products
Monitor and test PC performance and provide PC performance statistics and reports
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance
Accurately document instances of hardware failure, repair, installation, and removal.
Construct, install, and test customized configurations based on various platforms and operating systems
Conduct research on computer products in support of PC procurement and development efforts
Evaluate and recommend hardware products for purchase
Identify and deliver required hardware service levels according to company policies
Liaise with, and provide training and support to, end users and staff on equipment operation and other issues
Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed
Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
Document hardware failure, repair, installation, and removal
Attending training sessions both during and after working hours
Requirements
Experience and Knowledge:
5 – 8 years working experience in a similar position
Experience in liaison for communication between various parties to be able to troubleshoot effectively and efficiently
Level of experience in providing support to multiple employees/stakeholders simultaneously
Proven experience in decisiveness (ability to make decisions, render judgment, take action & and apply corrective measures)
Skills and Education:
Matric
College diploma or university degree (essential) – N+ / A+
Microsoft MCSE 2003 / 2022 (essential)
Microsoft Office 365 AND Microsoft Operating System knowledge (essential)
Microsoft Certified Systems Engineer (MCSE) Windows 2003/2022 (essential)
College diploma or university degree (essential) – N+ / A+
Microsoft MCSE 2003 / 2022 (essential)
Microsoft Office 365 AND Microsoft Operating System knowledge (essential)
Microsoft Certified Systems Engineer (MCSE) Windows 2003/2022 (essential)
Personal Attributes
Able to work in a pressured environment with large volumes
Interested in continuously learning about technology products and systems.
Appreciation of security compliance
Confident, self-motivated, and display a high level of energy.
Customer service orientated.
Enjoy collaboration and be able to work as part of a team.
High attention to detail
Proactive, tactful, and a technology-driven individual
Willing to go the extra mile to deliver the exceptional
Strong administrative abilities
Self-managed
Patience
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