The primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).Ensuring adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments. Be responsible for acting as a bridge between the client and our operations delivery team

REQUIRED LEARNING

• Grade 12
• Minimum 5 years Field Tech experience
• Own vehicle
• Valid SA driver's license
• Advanced knowledge of desktop/laptop/thin client hardware and software
• Computer literate O365/Microsoft Outlook/Word/Excel Essential
• A+ / N+
• MCSE would be advantageous
• Understanding of Microsoft Active Directory, Exchange and Terminal Services
• Basic LAN/WiFi troubleshooting and support

KEY JOB OUTPUTS

• Manage the business relationship with the client to ensure mutual trust & open communication
• Takes service calls and performs incident specific activities as directed by the ServiceDesk
• Performs preventative maintenance activities on certain products as directed
• Perform desktop/laptop/thin client hardware and software installations
• Take routine service calls and perform basic maintenance and support.
• Responsible for troubleshooting, installing, maintaining and hardware break-fix
• Provides technical support to customer in solving technical problems that occur during the installation
• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents
• Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware
• Maintain SLA requirements (both internal and external)
• Ensure accurate updates and completion of tickets on the ServiceDesk