Vacancies

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American Express Travel

Senior IT Technician (Permanent) Western Cape- Northwharf, Spearhead -Other
Publication: 01 Jul 2013

Job Description

To provide 1st and 2nd line support to the business as per Service Level Agreement (SLA). To take calls, logging and update customer queries, technical diagnostics/troubleshooting and managing customer expectations. The case resolutions will range from basic technical repairs and knowledge base to in-depth technical solutions.

Hardware  Provide desktop support
 Managing calls related to hardware problems
 Support PBX and telephonic equipment
 Support user mobile devices. (iOS, Android, Blackberry)
 Assist and manage hardware failures
 Support end user wired and wireless network
Software
 Upgrade Microsoft Desktop Operating systems
 Ability to operate Company Desktop Software
 Knowledge and experience to operate and install Microsoft Office.
 Installing and test and troubleshoot new software.
 Ensure that anti-virus software is installed, configured, and regularly updated
IT Policies and Procedure  Ensure that IT policies and procedures are complied with.
 Ensure the safe use of IT equipment and systems
Queries Management  Respond to queries as per calls logged
 Record and respond to technical queries through the IT helpdesk system
Analysis  Identify and analyze all software, hardware other and peripherals manual instructions
Workstations  Preparing and configuring workstations as requested
 Provide Windows Exchange Email Server and Active -Directory Support
Knowledge Base  Log solutions discovered from everyday IT problems on knowledge base
 Able to access the application when required
Ad-Hoc
 Assist and support with IT projects when required
 Assist with maintenance of knowledge base
Customer Service  Up skill users in the business on occurring IT problems
 Constantly do follow-ups to assess customer satisfaction level
Problem Solving  Ability to evaluate technical problems
 Escalate and manage problems to 3rd party
Inter-Relationship  Team Educational:-share ideas & knowledge
 Ensure departmental interaction at all times
 Attendance to company functions & events
 Build and Maintain multi level relationships within TTS
JOB CHALLENGES
 Managing Diversity
 Keep abreast with Technological Changes and the Industry at large
 Maintaining a professional and polite manner
 Cope in a high-speed Environment and Industry

Availability

ASAP

Salary

Neg

Required Qualifications

MINIMUM QUALIFICATION AND EXPERIENCE REQUIRED FOR THE JOB
EDUCATIONAL REQUIREMENTS  Matric Qualification
 A+ N+ Qualification
 MCP Certificate
EXPERIENCE IN YEARS  5 Years in IT and 3 years’ experience in a senior position
KNOWLEDGE  Knowledge of IT best practice & procedure
 Sound understanding of desktop, laptops, printers, servers & network support
 Basic knowledge of PC Hardware configuration
IN ADDITION TO THE ABOVE – FOR RECRUITMENT PURPOSES ONLY
PERSONAL ATTRIBUTES REQUIRED FOR THE JOB  Self Management
 Maintain a Pro-active Approach at all Time
 Ability to Perform Repetitive tasks Accurately on a Daily Basis
 Emotional Management
 Strong Client Focus and Desire to assist
 Perseverance
 Ability to Set Goals and Meet Deadlines
 Team Player
 Problem Solving
 Able to Conceptualize and Think Creatively
 Good Interpersonal Skills
 Patient manner
ADVANTAGES  Studying towards or MCSE
IN THE ABSENCE OF MINIMUM QUALIFICATIONS  5 Years working experience in a travel industry and Help Desk environment
 Studying towards a qualification in computer engineering

Location

Northwharf, Spearhead

Application details

Contact Name :Nicole Gasser

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