Support Engineer CPT

Datacentrix


Date: 3 weeks ago
City: Kraaifontein, Western Cape
Contract type: Full time
Reference: JHB006556-Lehlo-1

Managed Talent Solutions, a division of Datacentrix, is seeking a Support Engineer for a 6-month contract position with our client based in Cape Town CBD. This role is ideal for intermediate-level candidates with experience in desktop support and service desk operations.

Qualifications and Skills Required:
  • Matric required 
  • Bachelor's degree or Dip in Information Technology, or a related field (preferred)
  • 2 years minimum of experience in IT support, helpdesk, or a related role.
  • Hands-on experience with hardware and software troubleshooting.
Responsibilities:
  • Serve as the first contact with customers who need technical assistance via Chat, the phone or email
  • Resolving complex, technical faults that are both hardware and software related or providing correct diagnosis and warm transfer to Level 3 service providers
  • Responding to critical and major incidents as escalated, according to established procedures
  • Perform troubleshooting using different diagnostic techniques 
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues (Remotely or Physically onsite)
  • Provide quick resolution and excellent customer service
  • Redirect unresolved issues to the next level of support personnel
  • Provide needed information on IT products or services
  • Keep record of problems and their resolution 
  • Follow-up with customers 
  • Provide feedback on processes and make recommendations on areas to improve
  • Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
  • Suggest improvements on procedures
  • Run diagnostic problems to resolve problems
  • Log respective issues with vendors for support - Repairing and replacing equipment as necessary


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