Managed Talent Solutions, a division of Datacentrix, is seeking a Support Engineer for a 6-month contract position with our client based in Cape Town CBD. This role is ideal for intermediate-level candidates with experience in desktop support and service desk operations.
Qualifications and Skills Required:
Matric required
Bachelor's degree or Dip in Information Technology, or a related field (preferred)
2 years minimum of experience in IT support, helpdesk, or a related role.
Hands-on experience with hardware and software troubleshooting.
Responsibilities:
Serve as the first contact with customers who need technical assistance via Chat, the phone or email
Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers
Responding to critical and major incidents as escalated, according to established procedures
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues (Remotely or Physically onsite)
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Keep record of problems and their resolution
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
Suggest improvements on procedures
Run diagnostic problems to resolve problems
Log respective issues with vendors for support – Repairing and replacing equipment as necessary
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