P13710 IT Support Technician - Cape Town IT Support Technician - Cape Town 2024/09/19 2024-09-05 Cape Town Cape Town Full-Time 40 5 day Work Week (South Africa) To provide a single point of contact for end users to receive support and maintenance within the organization’s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion, and provide end- user assistance where required. A three year Bachelor’s Degree in Information Technology, Computer Science, Management Information Systems or an Advanced Technology-related degree. (Required), Industry recognized certification in IT Service Management (Required), Industry recognized IT certification (Required) 4 – 6 years related experience in information technology., Ability to operate tools, components, and peripheral accessories., Able to read and understand technical manuals, procedural documentation, and OEM guides., Excellent technical knowledge of hardware., Excellent technical knowledge of PC internal components., Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes., Hands-on experience in troubleshooting hardware, Working knowledge of a range of diagnostic utilities., Working technical knowledge of current protocols, operating systems, and standards. Able to support a variety of devices at our primary office and regional sites., Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes., Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers., Applies tools, techniques and processes to create and maintain an accurate asset register., Assess the need for and implement performance upgrades to end-user devices based on software technical specifications., Assist in developing long-term strategies and capacity planning for meeting future end- user device needs., Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring end-user device operations., Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment., Conduct research on end-user devices in support of standardization and procurement efforts., Ensure that physical deskside connections (RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order., Evaluate and recommend products for purchase., If necessary, liaise with third-party support and equipment vendors., Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels., Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications., Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications., Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed., Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on., Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution., Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports., Produces reports and analysis to support asset management activities and aid decision-making., Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents., Record and manage equipment sent to repair depots for equipment under warranty or service contracts., Where required, administer and resolve issues with associated end-user workstation networking software products., Write technical specifications for purchase of end-user devices and related products.