IT technician 50 views

Job Summary IT technicians diagnose computer problems, monitor computer processing systems, install software, and perform tests on computer equipment and programs. Technicians may also set up computer equipment, schedule maintenance and teach staff to use programs. Other job duties can include minor repairs and computer parts ordering. Roles and Responsibilities Core Functions:
• Require strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems, and basic computer programming.
• Familiarity with electronic equipment.
• Internet applications and security may also be required.
• Technicians may also need good communication skills because this position requires frequent interaction with staff. Details of Function:
• Specific duties include but are not limited to the following:
o Primary responsibility is user support and customer service. Being present and available to clients requiring technical assistance.
o Respond to questions from all emails and callers. o Become familiar with each client and their respective applications.
o Learn fundamental operations of commonly used software, hardware, and other equipment.
o Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
o Become familiar with helpdesk policies and services.
o Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department
• Operational o Dealing with hardware and application support queries and issues reported to the support desk o Take ownership and responsibility of an issues from start through to a successful resolution o Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible o Dealing with queries by following departmental procedures for fault resolution o The duties require that the Service Desk Agent receives and logs work requests using some applications such as Microsoft\CRM\Libre Office VOIP or other related applications o Ensures that supported customer accurately completes the approved work request with the date and time of submission o Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures o Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas o Maintain adequate knowledge of operating systems and application software used to provide a high level of support o Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices, and procedures

• Documents service and installation actions by completing forms, reports, logs, and records.

• Installing and configuring computer hardware operating systems and applications • Monitoring and maintaining computer systems and networks

• Talking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues

• Troubleshooting system and network problems and diagnosing and solving hardware or software faults

• Replacing parts as required

• Providing support, including procedural documentation and relevant reports

• Following diagrams and written instructions to repair a fault or set up a system

• Supporting the roll-out of new applications

• Setting up new users’ accounts and profiles and dealing with password issues

• Responding within agreed time limits to call-outs

• Working continuously on a task until completion (or referral to third parties, if appropriate)

• Prioritizing and managing many open cases at one time

• Conducting electrical safety checks on computer equipment Requirements, Knowledge, and Experience

• Matric (Grade 12) • 2-5 years’ experience in Information Technology • A+ • N+

• A thorough knowledge of operating systems, networking, hardware, and software.

• Excellent problem-solving skills.

• The ability to explain problems and solutions clearly too non-technical users.

• The ability to priorities, work under pressure and meet deadlines.

• A patient and methodical approach.

• The ability to work alone or as part of a team.

• An awareness of health and safety.

• Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.

• Familiarity with the fundamental principles of ITIL/SLA.

• Exceptional written and oral communication skills.

• Exceptional interpersonal skills, with a focus on listening and questioning skills.

• Fluent English language skills.

• Support for computer hardware and any authorized desktop software

• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members

• Develop trends by monitoring and analyzing incoming calls, problems and support requests

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues

• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician

• Identify and learn appropriate software and hardware used and supported by the organization

• Perform post-resolution follow ups to help requests

• Reinforce SLAs to manage end-user expectations Key competencies, skills, or attributes

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others

• Ability to utilize the applications for Microsoft Office and Linux based software for support, reporting and documentation.

• Excellent oral and written communication skills.

• Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.

• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.

• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

• Creativity. Ability to think around problems and come up with creative solutions is helpful.

• Ability to work with or without direct supervision.

• Working with People

• Applying Expertise and Technology

• Analyzing

• Learning & Researching • Planning & Organizing • Delivering Results and Meeting Customer Expectations

• Achieving Personal Work Goals and Objectives Note that job functions may change, or more duties appointed to you in the event of increase of workload.

NOTE: Applicants will be selected according to the vacancy criteria. Interested individuals may submit their CVs to the HR Department via email: [email protected]