IT Technician (Sandton JHB)

Summary

Position:                      IT Support Technician  
Level:                             Intermediate Level
Position Type:       Contract Position - 6 Months
Location:                Sandton, Johannesburg, South Africa
Start Date:             Start Immediately
Salary:                         R 9 000.00

Role Description:
A great opportunity to add to any CV. The aim of this role is to help speed up IT equipment refurbishment to clients, by configuring laptop and desktop machines. The IT Support Technician will be required to provide first-level  IT equipment support, diagnose faults on machines, re-configure and re-image (load any software necessary for user to start working) as well as decommissioning of old machines, fixing those machines where possible and redeploying to clients. The incumbent must have excellent knowledge of technology equipment as well as:
 

• an understanding of generic company systems and processes
• good knowledge of LAN/ WAN networks
• internet services
• email services 
• security management
• laptops and desktop equipment
• installing and configuring computer hardware, software, systems, networks, printers, and scanners
• diagnostic and troubleshooting for hardware and software faults
• root cause analysis and identify common trends with issues
• strong communication skills, both written and verbal
• current best practices for technology systems, equipment, software, and security
• handle confidential information well and work independently and with a team
• problem-solving skills and the ability to prioritise work efficiently
• highly focused on weekly Project Targets and Deliverables
   

The applicant will be required to coordinate successfully all equipment related activities, all support related activities, prioritising impactful tasks over others while following up with service providers concerning deliverables. They will be required to be in excellent health, be physically capable to move heavy equipment around many floors, work in a dynamic corporate team, where professionalism, efficiency and effectiveness is highly important. The environment is fast paced, constantly administering and deploying technology related changes. They must not be afraid to take on new responsibilities or challenges, be able to work overtime on short notice where required and be fully committed to do so when asked, work well in a team environment to contribute to overall company objectives

There are three main areas where the applicant will be working:
 

• Laptops
• Desktops
• Network environment
• End-User environment

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
• Contacting client to find out if they are happy before closing logged tickets
• Quality Check (before and after)
• Check equipment related:

1. Aesthetics
2. Specifications
3. Hardware functionality
4. Software functionality
5. 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 appointment with client to resolve queries that require onsite attention
• Request appointment for delivery and collection of replacement and faulty units respectively
• Prepare monthly support report
• Respond to all client e-mails

Accountability 

• Meeting Targets (weekly & monthly)
• Excellent Communication & Working Relationships
• Report to Head of Business Unit (IT Operations)
• Education:- High School/ Matric Certificate
• Qualifications:-  Diploma/Degree
• Professional Qualifications: - A+ and N+(REQUIRED)
• Years of Experience: - At least 5 years’ experience in a related IT Department/ IT Support or Quality Control Environment

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
• Delivering Results: Striving – Pursuing Goals, Meeting weekly and monthly targets, attending all meetings
• Delivering Results: Organised – Delivering on tasks, Meeting weekly and monthly targets, attending all meetings
• Solving Problems: Factual –Timely updating & documenting work
• Solving Problems: Rational – Interpreting Data, reporting to manager timely & providing solutions where required
• Solving Problems: 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
• Logical and critical thinker
• Focus on client service delivery & general excellence
• Work well under pressure
• Professional and polite at all times
• Work Remotely - Only if required to

Required on Application Submission:

Certified documents: - Submit One (1) merged PDF containing the following

• CV/Resume
• Matic/HighSchool Certificate
• Qualifications - Diploma/Degree
• Certifications - Industry Related
• National ID and
• Drivers License (if available)
• Valid Passport & Valid Work Permit