Key Accountabilities:

• Logging and progressing services desk support tickets (incidents, service requests & changes) through our MSP systems. 
• Provide remote 1st/2nd line technical IT support. 
• Troubleshoot and resolve hardware and software related incidents based on Microsoft systems. 
• Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs. 
• Take ownership of incidents and manage through to resolution where possible. 
• Attend to pro- and reactive monitoring alerts in order to ensure minimum disruption to customers. 
• Meet client expectations in terms of quality of work and delivery to deadlines. 
• Action customer enquiries effectively in a timely fashion as per prescribed SLA. 
• Follow-up activities to resolution and to customer satisfaction. 
• Produce information reports upon request. 

Required Skills & Experience:

• Native French & Fluent in English. 
• Matric or equivalent secondary education. • 1 year experience in an IT Service Desk environment providing 1st/2nd line support. 
• 1 year experience supporting Microsoft Systems; Desktop, Server, Office, etc. 

• 1 year exposure to basic TCP/IP, LAN, WAN, SSL VPN troubleshooting.
• Exposure to HP & Dell hardware technologies. 

Advantageous:

• Exposure to dedicated 2nd line support. 
• Exposure to and working with Exchange/365, Active Directory, DNS, DHCP, etc. 
• Exposure to and working with virtual environments (VMware/Hyper-V) 
• Formal IT qualification, ie MCP certification. 
• ITIL Foundation certification. 
• Exposure to backup & disaster recovery technologies (Veeam, Zerto, Backup Exec, Datto, etc.) 
• Exposure to Citrix (XenApp/XenDesktop). 

Salary:

• R30 000 

Location:

• Remote/ homebased 

To apply kindly send your updated CV and supporting documents to admin@jai.co.za