System Technician

IT – Support
Cape Town – Western Cape

PROVIDE a focal point for customers, receive and respond to any inquiries or requests for technical assistance from customers as the next System Technician sought by a dynamic provider of innovative Software & Systems Solutions. You will be expected to provide possible solutions, assigning support actions to other departments where needed. Applicants must have Matric/Grade 12, an A+/N+ or equivalent IT related tertiary qualification with 1-2 years’ Helpdesk work experience. Any understanding and/or experience with ITIL Foundation v3 will prove beneficial.
  • Customer Service –
    • Remain courteous, tactful, honest, and professional in all communication with other parties.
    • Ensure that feedback and follow ups to customers is meaningful and accurate.
  • Process support or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing solutions to the customer.
  • Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability.
  • Assess the need for onsite support against the high cost thereof.
  • Recognise and alert the Team Leader of trends in customer calls.
  • Before creating a new support- or information-request record, verify that the same request is not captured already.
  • Create the initial record for and accurately capture any reported support- or information-request in the call-logging software.
  • Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g., call-source, contact-details, CI-selection, call-categories, severities, etc.).
  • Matric / Grade 12.
  • IT qualifications (A+/N+ or equivalent).
  • 1 – 2 Technical Helpdesk experience.
Advantageous –
  • ITIL Foundation v3/Good understanding of ITIL.
  • Attention to detail.
  • Initiative and self-motivation.
  • Interpersonal relationships.
  • Professionalism.
  • Good written and verbal Communication skills.
  • Good time-management. 
  • Technical skills.