IT Support Technician - Cape Town, South Africa

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KEY PERFORMANCE UNITS:
• Ensure policies and procedures are adhered to
• Investigate breached calls
• Take corrective actions to eliminate calls that falls outside SLA

IT Support / User support
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Construct, install, and test customized configurations based on various platforms and operating systems.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation network software products.
• Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.
• Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
• Liaise with third-party support and PC equipment vendors.

Systems
• Patch Management
• Manage Redstar Back up System and ensure that all employees have backed up their system

Licenses
• Ensure that all products are licensed
Audits
• Perform Desktop Audits on laptops and desktops that is on the network on a yearly basis.

Key Skills
ICT Infrastructure,
ICT Security,
ICT Policies and procedures,
Planning,
Organising resources,
Controlling utilization of resources and operational activities,
Problem solving skills,
Analytical thinker,
Communication skills,
Managing performance,
Valuing diversity,
Change management