IT 2nd Line Support Technician

Remuneration:	cost-to-company
Location:	Johannesburg, Sandown, Sandton
Own transport required:	Yes
Travel requirement:	Occasional
Job policy:	Employment Equity position
Type:	Permanent
Reference:	#IT 2nd Line
Company:	Primedia Recruiter

Key purpose of the role

This role is to address all day-to-day IT-related issues and manage IT support by third-party service providers.

Key outputs/accountability

• Provide second-line technical support queries professionally and efficiently, maintaining a high degree of employee service.
• Assist with first-line technical support queries when workload requires it.
• Ensure that ticket resolutions are done in accordance with SLA timelines.
• Escalate problems where necessary to third-line support or third-party suppliers.
• Take ownership of user problems, perform a technical diagnosis, and fix the issue either remotely or on-site.
• Document all employee requests, queries, or complaints in the call logging system.
• Support users in the use of computer equipment by providing necessary training and advice.
• Arrange for external support visits whenever problems cannot be resolved in-house.
• Execute incident and service request management, asset management, change management, and knowledge management through compliance with specified policies and SOPs.

Educational qualifications

• A+
• N+
• Diploma or degree with a specialisation in IT
• ITIL Foundation V3

Required knowledge and experience

• Two to three years of experience in second-line support
• Experience with Microsoft Windows 7, 8, and 10, and Windows Server OS
• Experience with Mac OS X
• Some knowledge of enterprise networking, TCP/IP, DNS, DHCP, etc.

Required skills

• Excellent telephone etiquette
• Excellent communication skills
• People skills
• Excellent technical ability in one or more key team areas
• Good technical understanding of current leading technologies, suppliers, and industry terminology
• Ability to prioritise under pressure and work to deadlines
• Excellent decision making, judgement, planning, and organisation skills
• Ability to work well within a team, supporting other team members

Attributes

• Team player
• Attention to detail and accuracy
• Initiative
• High levels of professionalism
• Punctuality
• Quick learner
• Process-focused

Suitable candidates will be selected in accordance with Primedia Broadcasting’s Employment Equity Policy. Correspondence will only be conducted with shortlisted candidates. Should you not hear from us within two weeks of the closing date, please consider your application unsuccessful.

Send your detailed CV to target="_blank">broadcastingcareers@primedia.co.za with the subject line “IT 2nd Line”. The closing date for applications is 4 June 2024.

Posted on 31 May 08:52, Closing date 30 Jul