IT Technician

IT TECHNICIAN

An exciting opportunity exists in the Cape Town IT Department for an IT Technician.

The successful candidate will be required to provide all levels of IT user support and maintenance for our IT environment, by resolving and troubleshooting problems, analysing requirements as well as installing and maintaining hardware and software solutions through our internal IT Helpdesk.

Qualifications and Experience

• Matric/Grade 12
• An IT degree or other relevant IT qualification
• At least 3 years IT support experience within a corporate/professional services environment

Key Responsibilities

The responsibilities of the position include but are not limited to:

Technical areas of responsibility:

• IT user support at all levels
• Hardware and software support
• Microsoft Office 365 product suite support and administration
• SharePoint Online knowledge and support
• Must be very familiar with Microsoft Cloud services
• Support for Windows environments
• Support on mobile devices
• AD administration
• File server administration
• Basic networking support

Essential Functions:

• Deliver IT support and services to CDH staff.
• Interact with users to provide and process information in response to problems inquiries and requests about IT and all IT support.
• Diagnose and resolve technical hardware and software issues from level one through level three.
• Research required solutions via any means necessary.
• Follow standard processes and procedures.
• Identify and escalate priority issues as and when needed.
• Redirect problems to appropriate resource.
• Offer alternative solutions where appropriate and be able to think of creative solutions.
• Identify recurring problems and work on resolving them at the source.
• Resolve technical problems, detect patterns of issues, and coordinate with IT staff regarding persistent problems.
• Organise ideas and communicate appropriately to users.
• Follow up and make scheduled callbacks to users where necessary.
• Stay current with system information, changes and updates.

Knowledge, Skills and Attributes:

• Ability to establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Solutions oriented with good problem-solving skills
• Maintains a professional approach at all times
• Results driven and proactive
• A strong attention to detail
• A team player who is willing to assist other IT staff in troubleshooting difficult or time sensitive problems
• Self-motivated, accountable and willing to take initiative
• Maintain your knowledge and expertise by learning new and evolving technologies - keep up to date
• Hands on approach
• A professional phone etiquette.
• Excellent written, verbal and oral communication skills essential
• Knowledge of relevant software applications and equipment
• Able and willing to work outside of office hours or on weekends if required
• Exemplary Attendance and Punctuality
• Relationship Management
• Deadline oriented and able to work well under intense pressure
• Problem solving and analytical thinking ability
• Must be able to work afterhours when needed.