IT End User Support Technician(Internal Applications Only)

About the job

Description: Provide support, assistance, and guidance to end users. Technician will also be required to assist with the support and maintenance of IT infrastructure that will fall within the EUS function, including but not limited to user account maintenance on selected systems, monitoring, troubleshooting, and testing of IT hardware and software. Requirements: - Grade 12, NQF Level 4, with 2 to 3 years in similar support role - Relevant IT diploma or degree will be advantageous - A+ and N+ certification - Basic network fault finding - MCDST or equivalent work experience Key Performance Area: Superior computer skills on MS Packages - Active Directory and 365 knowledge (User account maintenance) - Hardware and Software trouble shooting skills - Knowledge of network topology and ability to provide support - Excellent communication skills (Verbal and written) - Strong administration skills - Conversant knowledge of IT terminology - In-depth knowledge of helpdesk call logging process and resolution reporting - Apple product knowledge would be advantageous Technical end user support - Application and device troubleshooting and support – identify root cause, resolve or route call with sufficient information to relevant team in order to provide repair solution efficiently - Accurately use the available software or specialist monitoring tools to maintain awareness and control of the hardware and software. - Use approved remote management tools to remotely support end user devices. - Ability to do root cause analysis and troubleshooting across systems to resolve incidents - Available for remote support after hours and additional afterwork on an ad-hoc basis as required by business. - Assist with the connection of end user devices to Audio Visual support equipment - Build a working knowledge of Microsoft products - Support security policies and standards. Admin - Routing calls to 2nd line support or field services where remote support cannot be completed - Liaise with external resources (3rd Party Management) to facilitate resolution of 3rd party Incidents - Follow escalation matrix and keep customer informed. - Enabling management with communication about incidents/requests - Ensure assets under IT cost centers are tracked and maintained responsibly - Develop, document, and maintain Knowledge Based Articles related to end user support Customer Focus - Ownership of Incidents and Service Requests, until resolution with continuous feedback. - Build Relationship with users to understand potential improvement opportunities for support. - Identify and understand business challenges of the end user and the impact thereof on support requirements - Ability to engage and liaise with all personnel including executive level personnel. Competencies Dutifulness - Demonstrating commitment to agreements. - honours agreements. - works hard. - shows a lot of self-discipline. - takes responsibility for his/her own work. Result-oriented - Being focused on achieving objectives and results, persevering in the face of adversity. - Makes concrete agreements with others about the results to be delivered. remains focused on results when other things interfere. - Makes an effort to achieve objectives. - Has a clear goal in mind. - Looks for a solution when achieving the objective becomes threatened. - Finishes the job in time. Planning - Systematically organising activities and setting time frames, setting priorities. - Ensures that the necessary means to perform the job are available on time. - Puts matters in an efficient order when planning. - Makes the plan understandable for everyone involved. - Makes, and maintains a realistic plan. - Sets priorities. Performing under pressure - Maintaining an effective performance under pressure, or when faced with setbacks or disappointment. - delivers good results under pressure. - persists when faced with setbacks. - continues to do the right thing under pressure, without making mistakes. - maintains an even performance under pressure. Analysing and forming opinions - Researches a problem before drawing conclusions. - Recognises the causes of events. - Quickly gets to the root of a problem. - Draws logical conclusions. Service-oriented - Being focused on supporting others in achieving their objectives. - Positions him/herself as a service provider. - Enjoys helping colleagues and/or clients. - Takes worries off colleagues' and/or clients' hands. - Supports colleagues and/or clients in achieving their results. Willingness to change - Dealing with changes, the ability to relate to the common interest and the willingness to act accordingly. - Has a fresh view on new situations and changes, without being stuck on existing working methods. - Looks for chances and opportunities offered by the situation when confronted with changes. - Stays focused on the goal if circumstances or working methods change. - Looks for ways to make a contribution to changes. Providing feedback - Giving scope to others by sharing one's views on their performance. - Provides others with insight in the effectiveness of their performance. - Provides feedback regularly. - Provides feedback that people consider useful. - Isn't afraid to use feedback to bring up subjects that are negative or sensitive. - Provides specific feedback. Integrity - Complying with generally accepted standards in activities related to the position. - keeps promises. - creates realistic expectations. - is sincere. - handles sensitive information carefully. - shows awareness of values, indicates when boundaries are crossed. Accuracy - Effectively handling detailed information and being consistently attentive to details. - Works in an orderly fashion. - Ensures that matters are handled in an orderly and accurate manner from start to finish. - Prevents mistakes. - Invests energy in checking his/her work for mistakes. Client focus - Iden

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