MACITY BUSINESS ENTERPRISE (PTY) LTD

LIT_EMPRESA_VERIFICADA

LIT_EMPRESA_VERIFICADA_DESC

  • Technical Support Engineer

  • Published:More than 30 days ago
  • Salary

  • R 32.800,00 (monthly)
  • Localization

  • Amajuba, KwaZulu-Natal
  • Description


  • Responsibilities:
    - Provide service and customer support both onsite and offsite
    - Research and identify solutions to software and hardware issues
    - Manage all on site installation, repair, maintenance and test tasks
    - Diagnose and troubleshoot technical issues, including account and server setup plus network configurations
    - Diagnose errors or technical problems and determine proper solutions
    - Research, diagnose, troubleshoot and identify solutions to resolve system issues
    - Ask customers targeted questions to quickly understand the root of the problem
    - Comprehend customer requirements and make appropriate recommendations/briefings
    - Take ownership of customer issues reported and see problems through to resolution
    - Talk customers through a series of actions, either via phone, email, remote desktop connections or chat, until the issue is resolved
    - Track customer issues through to resolution, within agreed time limits
    - Follow up with customers to ensure their IT systems are fully functional after troubleshooting
    - Properly escalate unresolved issues to appropriate internal team
    - Cooperate with ERP team and share information across the organization
    - Ability to work in a Team and individually
    - Refer to internal database or external resources to provide accurate tech solutions
    - Ensure all issues are properly logged
    - Prioritize and manage several open issues at one time
    - Tie workflow to schedule
    - Prepare accurate and timely reports
    - Document processes and technical knowledge in the company knowledge base
    - Produce timely and detailed service reports
    - Use automation systems
    - Follow all company procedures and protocols
    - Provide prompt and accurate feedback to customers
    - Build positive relationships with customers

    Requirements:
    - Proven work experience as a Technical Support Engineer
    - Hands-on experience with Windows/Linux environments
    - Good understanding of computer systems, mobile devices and other tech products
    - Familiarity with mobile tools and applications
    - Ability to provide step-by-step technical help, both written and verbal
    - Ability to diagnose and troubleshoot technical issues
    - Ability to troubleshoot, test, repair and service IT equipment
    - Ability to work after hours and adapt to changing work schedules
    - Familiarity with remote desktop applications and help desk software
    - Excellent problem-solving and communication skills
    - English literacy
    - Technical degree or certification
    - Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
    - Additional knowledge of ITIL V4, Agile, Scrum or similar frameworks is a plus

  • Requirements

  • Minimum education: Diploma /Bachelor's/ N6
  • Years of experience: 2
  • Availability for travel: No
  • Availability for change of residence: No

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