Details:
Job Description
To assist all our users with any logged IT related incident when called upon.
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible;
Escalating incidents to other support teams where necessary.
To accurately record, update and document requests using the IT service desk system.
To install and configure new IT equipment.
To resolve incidents and upgrade different types of software and hardware
To resolve incidents with Retail Pro, Biometrics, LAN, WAN, printers, copiers and scanners
To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
To be a highly motivated team player with the skills and ability to manage changing priorities.
To create, maintain and publish relevant support documentation in order to assist all in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
Exhibit a flexible approach to working and provide necessary cover where needed.
Facilitate trainings.
Desired Qualities
Working technical knowledge of current protocols, operating systems and standards.
Sound knowledge of Retail Pro software and QuickBooks.
Hands on experience in configuring printers, biometrics, switches, routers
Ability to operate tools, components and peripheral accessories.
Sound Knowledge of Microsoft Office suits.
Microsoft Desktop Support Technician an advantage
A+ and N+ experience
Software and Hardware Troubleshooting
Windows XP, Windows 7, Windows 2000/2003/2008 experience
Routers, switches and firewall experience
Microsoft Office 2007, Office 2010 support
TCP/IP
SQL
ERP
Enterprise Backup Software
Working knowledge of SMS, AD, Exchange 2007/2010 and remote control tools
Knowledge of all software applications used within the organisation
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