Desktop Support / Helpdesk (Level 1) (CPT Onsite)

ENVIRONMENT:

A dynamic Cape Town based IT company providing systems development, consulting and project management require a Desktop Support / Helpdesk (Level 1) person to join their team. A valid drivers and reliable vehicle is required as the suitable candidate will be required to visit clients.

DUTIES:

Resolve all calls escalated to 2nd level by internal / external key relationships -

• Responsible for all calls that 1st level support cannot resolve.

• Includes incident and change management (new sales) calls.

• Resolve within SLA.

• Follow up with customer.

• Update system in real time.

• Resolve issues relating to monitoring and system alerts – include in ALL.

• Assign to 2nd level support if cannot resolve.

• Use and update the knowledge base of the system.

Support to internal key relationships -

• Follow up with assignees, customers, and 3rd party.

• Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).

• Create relevant notes associated with the logged call.

• Update knowledge base.

Proactive approach to selling solutions to customers -

• Awareness of customer configuration.

• Listen to needs and identify opportunities.

• Sell in appropriate service or product.

• Utilise sales template provided.

• Be accountable for many hours of billing to cover this positions costs.

Relieve 1st level support when required -

• React to incoming calls by answering the phones when 1st level is unavailable.

• Monitor queue for new emails received and monitor inbox emails.

• Monitor alerting systems and follow escalation procedure.

• Log calls.

• Update the system in real time.

• Accountable for the follow up and quality closure.

• Actively monitor the incident and change requests for warnings and breaches.

• Get an ETA from the Assignee and add a note describing the reason for breach.

• Create relevant notes associated with the logged call.

• REQUIREMENTS:

• Relevant Courses which enable the individual to complete their work.

• Working knowledge of all the skills below are preferable but not essential:

• Windows

• Windows Server and Desktop

• Active Directory

• File Services

• SUS Services

• MS Exchange 2012, 2010, 2007, 2003

• MS SQL Server

• IIS

• IAS Server

• ISA Server

Networking / Security -

• TCP/IP

• Routing and Switching

• Basic understanding of Common Application Protocols, namely, SMTP, HTTP, POP3 etc.

• Ability to trouble shoot using packet sniffer.

• Understanding of wireless networks with 802.1x.

• Authentication

Hardware -

• Basic understanding of latest server technology.

• Understanding of Raid levels.

• Understanding of software and hardware Raid.

• Trouble shooting hardware problems.