This role focuses on resolving incidents escalated from the Service Desk, delivering both remote and onsite support, and contributing to technical projects. The position requires adaptability, strong troubleshooting skills, and the ability to work across diverse technologies and industries while ensuring minimal disruption to client operations.
Duties and Responsibilities:
- Provide remote and onsite technical support across multiple client environments
- Respond to escalations from the Service Desk for complex incidents
- Troubleshoot hardware failures, network issues, and system outages
- Manage incidents across various client sites without dedicated SLA ownership
- Adhere to and manage daily schedules, updating changes as required
- Escalate unresolved or out-of-scope issues to appropriate teams
- Communicate effectively with clients regarding updates and resolutions
- Assist with technical project work, including Microsoft 365 migrations, user onboarding, and infrastructure upgrades
- Participate in project planning and implementation phases
- Provide onsite support as a stand-in for Field Engineers when required
- Ensure continuity of service during Field Engineer absence
- Adapt quickly to different technologies and client environments
- Participate in ongoing skills development and certification initiatives
- Maintain compliance with required technical certifications
- Accurately update and manage support tickets and documentation
- Contribute to site documentation and record all system changes
- Liaise with third-party vendors for repairs and warranty claims
- Assist with hardware repairs, upgrades, and testing in the workshop
- Use internal systems to log movement and ensure efficient dispatching
- Remain reachable during working hours and available for short-notice travel
- Handle client data with strict confidentiality
- Maintain professional conduct and represent high service standards at all times
Minimum Requirements:
Education and Experience:
- Matric (Grade 12) or equivalent
- CompTIA A+ and Network+ certifications (or currently studying towards completion)
- Minimum of 3-years field experiencein a technical support or similar role
Knowledge and Skills:
- Strong troubleshooting and problem-solving ability
- Basic understanding of networking, hardware, and Microsoft environments
- Ability to work across multiple clients and technologies
- Good communication and customer service skills
- Ability to work independently and within a team
- Willingness to learn and obtain further certifications
- Time management and organisational skills
Salary:Market-related (dependent on experience and qualifications)
Benefits:
- Provident Fund
- Death & Disability Cover
- Salary Protection
- Referrals Bonus
- Long Service Awards
- Leave
- Bursaries
- Employee Assistant Programme
- Cell Phone Allowance
- Fuel Reimbursement
