End User Support Technician - Intermediate - Talent Pool
Posted Updated
Description
End User Support Technician
Position Overview
An opportunity exists for an End User Support Technician to provide technical support and maintenance of end-user computing environments. The successful candidate will be responsible for supporting desktops, laptops, tablets, smartphones, and related end-user technologies while ensuring the timely restoration of services and functionality.
Core Responsibilities
- Provide technical support for end-user devices, including desktops, laptops, tablets, and smartphones.
- Troubleshoot, diagnose, and resolve hardware and software issues.
- Support the end-user environment and assist in the restoration of services and functionality.
- Provide field support services across various locations as required.
- Record, track, manage, and escalate incidents, issues, and risks as appropriate.
- Maintain effective communication with end users and stakeholders regarding support requests and resolutions.
- Ensure adherence to service standards and operational procedures.
Skills and Competencies
- Experience supporting end-user computing environments.
- Strong troubleshooting and problem-solving skills.
- Effective verbal and written communication skills.
- Ability to build and maintain positive working relationships with technical teams and business users.
- Ability to manage, document, and escalate incidents, issues, and risks.
- Customer-focused approach with strong service orientation.
Requirements
Minimum Qualifications
- National Diploma, Degree, or relevant technical certification (e.g., MCSE)
- ITIL Certification
Experience Required
- Minimum of 2 years' relevant IT support experience
Mandatory Requirements
- Valid driver's licence
- Physically fit and able to perform the duties of the role.
- Willingness to work 8-hour shifts.
- Willingness and ability to travel within the metro area to Data Centre locations.
- Minimum of 2 years' relevant IT experience.
Additional Requirements
- May be required to travel to geographically dispersed sites to provide support to the Head/SPO of Communication Infrastructure Services (CIS).
- Ability to work effectively in a team environment and independently when required.
- Strong stakeholder engagement and relationship management skills.
Working Hours and Shifts
The role requires 8-hour shift work, operating Monday to Sunday, including public holidays.
Shift Time
- Day Shift 06:00 – 14:00
- Evening Shift 14:00 – 22:00
- Night Shift 22:00 – 06:00
- Lunch breaks are included within each shift.
- Management reserves the right to amend shift schedules based on operational requirements.
Interview Process
- Candidates must be willing and available to attend an online interview (Microsoft Teams) if shortlisted.
- Additional Information
- Public holidays and weekends form part of the normal shift roster.
- Travel within the metro area may be required to support operational needs.