IT 2nd Line Support Technician

Job description

Key purpose of the role

This role is to address all day to day IT related issues and manage IT support by 3rd party service providers.

Key outputs/accountability

• Provide 2nd line technical support queries professionally and efficiently, maintaining a high degree of employee service.
• Assist with 1st line technical support queries for when the workload when required.
• Ensure that ticket resolutions are done in accordance to SLA timelines.
• Escalate problems where necessary to 3rd 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 SOP’s.

Educational qualifications

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

 Required knowledge and experience

• 2-3 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.
• Able to prioritise under pressure and work to deadlines.
• Excellent decision-making, judgement, planning and organization 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 short listed candidates. Should you not hear from us within two weeks of the closing date, please consider your application unsuccessful.

Send your detailed CV to broadcastingcareers@primedia.co.za with the Subject Line “IT 2nd Line Support”. The closing date for applications is 22 October 2024.

Posted on 17 Oct 17:15, Closing date 25 Oct