IT Support Tier 1 and 2

Shou; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A UK ICT Company is seeking a Support Technician based in Cape Town. This role focuses on 1st line support with responsibilities that include managing support queries, maintaining customer service, and collaborating with third-party providers for technical resolutions. Ideal candidates will have experience in Windows OS, Active Directory, and networking technologies.

Qualifications

• 1+ years work experience in a 1st line support role.
• Good knowledge of Windows client OSs and Microsoft Office.
• Experience with Active Directory, Azure AD, DNS, DHCP, and Group Policy.

Responsibilities

• Maintain high customer service for all support queries.
• Update and maintain ticketing system and SLAs.
• Liaise with third-party providers for prompt resolutions.

Skills

Windows client OSs

Microsoft Office

Active Directory

Networking technologies

Virtualisation technologies

Job description

UK ICT Company seeks a Support Technician to be primarily focussed on 1st line support but will be required to help with 2nd line workloads.

The following experience is essential to fulfil this role

· 1+ Years work experience in a 1st line support role

· Good knowledge of Windows client OSs

· Good knowledge of Microsoft Office most versions.

· Demonstrable experience in Active directory including Azure AD, DNS, DHCP, Group policy

· Knowledge of Microsoft Exchange\Office 365 user creation, support, and troubleshooting

· Knowledge of networking technologies including VPN, SSH, SFTP and Routing

· Understanding of Virtualisation technologies VMware and Hyper-V

· Understanding of server architecture

In the role you will be expected to

· maintain a high degree of customer service for all support queries

· accurately update/maintain our ticketing system and SLAs

· respond to enquiries from clients and help them resolve any hardware or software problems

· liaise with third party software\hardware providers to expedite prompt resolutions for clients

· effectively manage all tickets assigned to you

· escalate more complex calls to the 2nd/3rd line engineers

Required attributes

· Self-motivation

· Flexible approach to work

· Ability to think outside the box

· Willingness to work with new technologies