IT Helpdesk Support
IT Helpdesk Support
Employer Active
Job Description
As the IT Helpdesk Technician you will handle Level 1 issues on network windows servers linux unix and virtualisation tech including hyperv VMware within an ITIL based management environment. This is a 12 months contract (renewable) role.
Responsibilities:
- First point of contact for phone calls and emails from customer and collect the relevant information to prioritise and categorise interactions.
- Maintain a high level of customer satisfaction by owning issues (leveraging the wider resources to assist and following incidents through to resolution).
- Maintain a thorough understanding of ITIL best practice
- Demonstrate ability to work effectively with minimum supervision and must have flexibility in accordance with the needs of the business.
- Respond to automated detected events from monitoring systems validate if the event represents an interesting event and collect relevant information to prioritise and categorise the incident.
- Enter incident details and progress of incident resolution into Incident tracking system.
- Perform diagnostics on IT infrastructure including Routers Switches Firewalls HPUX Linux VMware MS Windows Servers and Storage.
- Undertake troubleshooting activities to either resolve the incident or identify the need for technical escalation.
- Identify customer sensitive situations and instigate management escalation.
- Ensure that the details of the incident and resolution are correctly recorded in system.
- Undertake other IT administration tasks
Requirements:
- Diploma in IT or related field
- Minimum three years experience in a similar role.
- Professional certificate such as Networking CCNA. ITIL etc would be an advantage
- Customer service oriented
- Working knowledge of networks (Routing Switches TCP/IP Network Layers 1 to 7 troubleshooting).
- Level 1 skills in a Server Operating System (e.g. MS Windows Server or Linux or HP UX)
- Excellent communication skills (verbal written and presentation).
- Must be comfortable working in a fastpaced demanding environment under immense pressure
- Working hours: 12 hour rotating shift work 2 days rest 2 days; 8am to 8pm: 8pm to 8am
Interested candidates are invited to send in your Resume in MS Word Format* stating your past work experience reasons for each leave past and expected remuneration.
We regret to inform that only shortlisted candidates will be notified.
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EA License Number: 19C9782
EA Personnel: R(Lum Charmaine)
Employment Type
Full Time
