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Job Summary
The role will involve providing assistance, advice, problem solving and technical information to internal and external customers regarding the use of the company's software applications.Duties will include but not be limited to:
- Providing 1st line telephonic and email support to customers
- Provide technical product knowledge and support on the company's software applications for their rapidly expanding client base
- Ensuring tickets are logged in the Support System and maintaining updates and information in line with procedures
- Ensuring resolutions of tickets on the Support System and other calls assigned
- Ensuring that all tickets in the Application Support Team “unassigned” queue are assigned to the correct tech
- Following up with customers to ensure the issue has been resolved
- Matric
- Microsoft Certifications:
- Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101)
- MCSA: Windows Server 2012 - 2019
- Microsoft Azure Fundamental AZ-900
- CompTIA +A
- CompTIA N+
- Minimum of two years’ experience in an IT support/technician role
- Experience with Microsoft Windows desktop operating systems and desktop software installation, troubleshooting, support & maintenance
- Experience with Server operating systems and Server software installation, troubleshooting, support & maintenance
- Experience with Microsoft 365 tenants & associated management & support
- Networking knowledge of TCP/IP, DHCP, DNS, SNMP, SMTP, FTP, HTTP, HTTPS, ICMP
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