Job Description

Closing Date 2024/06/14
Reference Number MMH231129-14
Job Title Lerato DO NOT APPLY FOR THIS JOB - TESTING PURPOSES ONLY
Position Type Graduate
Role Family Information Technology
Cluster Group Operations
Remote Opportunity All of the time
Location - Country South Africa
Location - Province North West
Location - Town / City north west
Introductiontesting testing testing testing testing testingtesting testing testingtesting testing testingtesting testing testingtesting testing testing
Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose To provide allencompassing IT support, account and application installation, network configuration, and resolve customers technical queries.
Requirements 1 - 2 years experience in a Desktop Support role or equivalent relevant experience Demonstrated experience in comprehensive technical support and troubleshooting ,Formal qualifications:Higher Certificate in Information Technology in User Support Services, Formal qualifications:A bachelors degree in computer science, information technology, or similar, Formal qualifications:Relevant certifications (e.g, CompTIA A+, Microsoft Certified Azure Administrator, Microsoft Certified Azure Solutions Architect, Cisco CCNA, ITIL Foundation, VMware VCP, AWS Certified Cloud Practitioner, ServiceNow Certified System Administrator, Zendesk Certified Administrator, Salesforce Certified Administrator, or related certification, Formal qualifications:Advanced Diploma in Information Technology, Onthejob training / qualifications:None, Specific licensing or registration:None, Indepth knowledge of Windows, Linux, and Mac OS environments. Proficiency in remote desktop and helpdesk software, such as Freshdesk and Zendesk. Advanced knowledge of IT software, hardware, and network setup. Strong understanding of computer hardware, software, networks, and operating systems. Knowledge of troubleshooting methodologies and techniques for identifying and resolving technical issues. Familiarity with IT support tools and software, such as remote desktop applications, ticketing systems, and diagnostic utilities. Understanding of IT security principles and best practices to ensure data protection and system integrity. Familiarity with ITIL (Information Technology Infrastructure Library) framework and its service management concepts. Awareness of industry trends and developments in IT support and customer service. , Indepth knowledge of Windows, Linux, and Mac OS environments. Proficiency in remote desktop and helpdesk software, such as Freshdesk and Zendesk. Advanced knowledge of IT software, hardware, and network setup. Strong understanding of computer hardware, software, networks, and operating systems. Knowledge of troubleshooting methodologies and techniques for identifying and resolving technical issues. Familiarity with IT support tools and software, such as remote desktop applications, ticketing systems, and diagnostic utilities. Understanding of IT security principles and best practices to ensure data protection and system integrity. Familiarity with ITIL (Information Technology Infrastructure Library) framework and its service management concepts. Awareness of industry trends and developments in IT support and customer service.
Duties & Responsibilities PROCESS Configure networks to ensure optimal application functionality and performance. Troubleshoot IT issues by asking targeted questions and conducting thorough diagnostics. Provide customers with clear and stepbystep guidance to resolve technical problems efficiently. Follow up on technical queries and provide prompt and helpful feedback to customers. Document error reports and monitor performance metrics to identify trends and areas for improvement. Act as a liaison between customers and IT developers, relaying valuable feedback on application functionality. Compile comprehensive IT instruction manuals and create useful IT support resources for customers. CLIENTS Provide customers with personalised and detailed guidance to resolve their technical problems effectively. Prioritise customer queries and escalate critical technical issues to IT developers for urgent resolution. Offer IT support to customers through various channels such as desktop solutions, chat functions, emails, and calls. Assist customers with account setup and application installations, ensuring a smooth onboarding experience. PEOPLE Build strong relationships by providing specialised knowledge and leadership to colleagues and customers, setting positive expectations. Continuously develop expertise in the industry and subject matter, applying knowledge to drive innovation and offer expert support. Effectively manage and positively influence change, actively engaging colleagues and staff in continuous improvement initiatives. Foster a culture of productivity, service delivery, and quality management, actively contributing to workcentric thinking. Take ownership of career development and drive personal growth and advancement. FINANCE Contribute to the development of areaspecific budgets, minimising expenditure while aligning with operational plans. Identify solutions to enhance costeffectiveness and improve operational efficiency. Provide input into governance processes, systems, and legislation relevant to the area of specialisation. Escalate unresolved policy and governance compliance issues through appropriate channels for investigation and resolution. Participate in risk identification processes, communicate recommendations, and contribute to risk management efforts.
Competencies Examining Information:Analyses and processes information asks probing questions strives to find solutions to problems, Interpreting Data:Interprets data rationally by quantifying issues applies technology as a means to evaluating data evaluates information objectively, Adopting Practical Approaches:Applies practical skills when investigating issues prefers to learn by doing is practically minded and applies common sense, Interacting with People:Is lively and projects enthusiasm is talkative in making contact is focused on interacting and networking with people, Articulating Information:Is articulate in giving presentations is eloquent and explains things well projects social confidence when articulating information, Checking Things:Is meticulous in finding errors ensures accuracy by being thorough and checking details produces high quality work by being detailed, Managing Tasks:Manages tasks by being organised and methodical plans activities systematically sets priorities for tasks, Upholding Standards:Behaves ethically and justly is discreet and maintains confidentiality meets commitments by acting with integrity.PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

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