It Technician (Onsite - Durban)

ENVIRONMENT

Our client, a vibrant Managed IT Services Provider in Durban, is looking for a tech-savvy onsite IT Technician to join their team. The role involves a mix of scheduled installations and jumping in for emergency support when things go sideways. Youll be handling support tickets resolving what you can right away or escalating the tricky ones to the right team. You might also help out during the sales process from time to time. The goal? First-time fixes and solid customer support. If youve got your A+ and N+ (or similar) and at least two years experience troubleshooting tech issues via email, phone, or in-person, this could be a great fit.

Responsibilities

• Ticket Handling Responsibilities :
• Review all assigned tickets and ensure scope of ticket is clearly understood.
• Request clarification if anything is unclear.
• Correctly logging incidents and faults, categorising and prioritising them while ensuring to have a clear understanding of the problem.
• Monitor assigned service board if applicable.
• Ensure all faults are progressed & cleared within SLA escalating where required.
• Dealing with incoming faults in a professional, courteous manner over the phone and via email.
• Effectively manage customer expectations with timeous updates & clear telephonic communication to the clients nominated point of contact throughout the support process.
• Important & urgent tickets are classified and categorised correctly then dealt with accordingly.
• Communicate critical level status to the Account Management team at regular intervals.
• Accept tickets, where possible, to assist in clearing queues.
• Co-ordinate all scheduled activities with the Support Centre Co-coordinator.
• If required to be onsite, ensure all hardware, software and tools that might be required are in place before leaving for a customer site.
• Perform all onsite work in a timeous manner and arrange / confirm any schedule changes with the Support Centre Co-coordinator.
• Maintain current, accurate notes of all issue resolution activities within Service Tickets including time logs.
• Verify all necessary information has been captured on the Service tickets prior to processing for billing.
• Verify all necessary information has been captured on the Service tickets prior to closing.

Proactive Tasks

Teamwork

Customer Relationship Management

Additional Responsibilities

REQUIREMENTS

Minimum Experience Required

Level 1 :

Level 2

Level 3

ATTRIBUTES

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