IT Support Technician (Durban)

Role Summary

Our client, operating in the Information Technology leasing /rental environment, seeks a proactive and analytical IT Support Technician to join their dynamic team. The primary focus for this role is to work closely with the IT Manager, end-users and service providers to ensure effective delivery of IT Administration, Support and Services. 

The incumbent will assist in coordinating and prioritising service delivery activities. This is a great opportunity to add to any CV. The main aim of this role is to help speed up IT Equipment Rollout, by ensuring minimal downtime on all service provider machines and being the first line of call for any issues relating to service provider machines. 

The technician will be required to inspect equipment upon receipt from suppliers, configuration and OS setup (imaging), deploy the machine to users, load any other software necessary for user to start working, decommissioning of old machines, attend to support queries e.g., on malfunctioning machines, diagnose faults on machines, fix the machine where possible and redeploy.

The IT Support Technician is expected to study and understand our clients’ business and IT environments, draw-up the required documentation and report to superiors. The incumbent must have excellent knowledge of technology equipment, good knowledge of LAN / WAN networks, an ability to monitor company critical systems, internet services, email services and security management of the network and company equipment.

The incumbent will be required to coordinate successfully all equipment related activities, prioritising impactful tasks over others while following up with service providers concerning deliverables. The successful candidate will be required to be in good health, be physically capable to carry and move heavy equipment around, work in a dynamic warehouse environment where noise, dust and constant change in a daily occurrence, not be afraid to take on new responsibilities, be able to work overtime on short notice and be committed to do so when asked, work well in a team environment to contribute to overall company success and to be flexible to assist other areas of concern when support functions not required.

Desktop Environment

• Implement new or upgrade security technologies;
• Ensure patches are tested and applied;
• Implementing Desktop application environment
• Extensive Microsoft operating system experience
• Good hardware knowledge across various OEM brands and laptop/PC’s/Tablet devices
• Working knowledge on Apple Mac products and basic MAC OS knowledge advantageous
• Excellent software knowledge on Windows XP, Vista, 7, 8/8.1 & 10
• Excellent knowledge of MS Office, setting up drivers, installing and configuring OS
• Good working knowledge of hardware specifications to laptops, PCs and related equipment
• Perform BIOS upgrades across various OEM’s encompassing laptop, PCs and related equipment
• Inspect completed orders for aesthetic defect
• Hardware configuration and OS set-up
• Perform equipment maintenance when required
• Ensure all equipment dispatched is completed to order specification
• Perform diagnostics on all faulty equipment
• Repair faulty machines as and when required
• Assist other areas and departments when required, may be out of normal work scope

Network Environment

• Perform proactive maintenance, trouble shooting, tuning and planning on infrastructure systems
• Execute IT operations, changes and upgrades to reduce any adverse impact on clients;
• Ensure maintenance and optimisation of IT infrastructure and operations;
• Apply IT infrastructure and operations best practices;

End-User Environment

• Effective liaison with internal and external customers to enhance service levels
• Excellent communication skills
• Professional, neat and presentable at all times
• User support i.e., on basic software packages
• Excellent people skills & inter-personal skills
• Must be organised and a self-starter
• Must be able to work independently and also in a team

Qualification Requirements

• Industry related certification: A+ and N+ -  a MUST
• Highest level of technical education - must be completed
• IT Degree or 3-year diploma (Preferable)
• Fundamentals of Windows Server Infrastructure
• Microsoft Office 365 (Excel, Outlook, PowerPoint, Word)
• Microsoft Windows 10

Work Experience Requirements

• General Support experience
• IT Support specific experience
• Equipment Repair experience
• Minimum 5 years’ experience in a related IT warehouse or quality control environment

Other Requirements

• English & Afrikaans proficiency
• Be adaptable to dynamic work situations, work and cope under pressure
• Self- starter, highly motivated and dependable
• Attention to work detail very important
• High work ethic and ability to work with minimal supervision
• Maintain and look after company assets
• Own transport is a MUST

Application Documentation Required - 1 (one) PDF document containing the following:

• Your CV/Resume
• Certified copies of 
  • Certifications
  • Qualifications
  • Matric Certificate
  • National ID 
  • Valid Passport &  Permit (international applicants)
  • Drivers License (if applicable)

Technical Responsibilities: Client Service Delivery

• Check and manage warranty, guarantee & repair claims
• Contact clients who have logged tickets and update managers accordingly
• Client expectation management
• Meeting Service Levels
• Troubleshoot to diagnose client issues telephonically or off-site where required
• Equipment Repairs where required
• Contacting client to find out if they are happy before closing logged tickets
• Quality Check (before and after)
• Check equipment related:
  • Aesthetics
  • Specifications
  • Hardware functionality
  • Software functionality
  • Serial numbers

Equipment Assessment Administration

• Faulty unit returns assessment and reporting
• Assessment of damaged equipment to determine warranty status
• Assess and quote on repairs required by clients
• Update technical details in ticket system
• Request replacement unit if preparing unit yourself
• QC equipment and prepare paperwork to deliver replacement unit to client
• Make appointments with client to resolve queries that require onsite attention
• Request appointment for delivery and collection of replacement and faulty units respectively
• Prepare support reports
• Attend feedback meetings
• Respond to all client e-mails

Accountability 

• Meeting Targets (weekly & monthly)
• Excellent Communication & Working Relationships
• Report to Head of Business Unit (IT Operations)

Knowledge & Skills

• Hardware knowledge across various OEM brands laptop/PC/tablet devices
• Apple MAC OS knowledge
• Software knowledge on Windows Vista, XP, 7, 8/8.1 and 10.
• MS Office
• Setting up drivers, installing and configuring OS
• Good Business Acumen
• Assertiveness
• Attention to detail
• Work well under pressure
• Good coordination and time management skills
• Professionalism
• Customer relationship management
• Team player

Competencies

• Delivering Results: 
  • Meticulous & Reliable – Meeting weekly and monthly targets
  • Striving – Pursuing Goals, Meeting weekly and monthly targets, attending all meetings
  • Organised – Delivering on tasks, Meeting weekly and monthly targets, attending all meetings
• Solving Problems: 
  • Factual –Timely updating & documenting work
  • Rational – Interpreting Data, reporting to manager timely & providing solutions where required
  • Analytical – Examining Information, reporting to manager timely & providing solutions where required
• Adapting Approaches: Change Orientated – Embracing Change and assisting clients/users with change implementation
• Learned Competencies, Continuous learning, benchmarking & technical skills improvement
• Product/Service Knowledge
• Service delivery Focus

Other Considerations

• Be the change agent and assist clients with changes
• Develop & Grow continuously
• Integrity, Values & Trust
• Reliable, Consistent & Honest
• Logical and critical thinker
• Focus on client service delivery & general excellence
• Work well under pressure
• Professional and polite at all times