Job Description

Application Support Technicians are members of the customer support team that troubleshoot applications, document issues and resolves conflicts. Assist users in troubleshooting issues to identify potential resolutions and advise end users on the necessary steps to achieve solutions. Contribute to the support team knowledge library for continuous improvement.Duties will include but not be limited to:

• Provide 2nd line telephonic and email support to customers
• Provide technical product knowledge and support on the developed software for their rapidly expanding client base
• Be able to communicate with knowledge and confidence to clients about their products and how they have been implemented at their site
• Ensure tickets are logged in the Support System (HALO) and maintain updates and information in line with procedures
• Ensure resolutions of tickets on the Support System and other calls assigned
• Ensure that all tickets in the Application Support Team "unassigned" queue are assigned to the correct tech
• Follow up with customers to ensure the issue has been resolved

Requirements:

• Matric
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD100, MD-101)
• MCSA: Windows Server 2012 - 2019
• Microsoft Azure Fundamental AZ-900
• CompTIA +A
• CompTIA N+
• Minimum of two years experience in an IT support/technician role
• Experience with Microsoft Windows desktop operating systems and desktop software installation, troubleshooting, support & maintenance
• Experience with Server operating systems and Server software installation, troubleshooting, support & maintenance
• Experience with Microsoft 365 tenants & associated management & support
• The proven ability of TCP/IP networking concepts and configuration, with the ability to troubleshoot the system, connectivity issues
• A working knowledge of SQL database technologies
• Ability to seek solutions to problems using ones own resources

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