Durban Tel: 031 566 4257

Johannesburg Tel: 011 440 7117

Cape Town Tel: 021 794 7475

International Tel: 0027 87630 0325

Helpdesk End-User Support Technician – Reference JRHST

Purpose

The End-User Support Technician is responsible for providing technical support to

all customer end-users via the helpdesk and relevant support channels. This

includes the efficient resolution of support tickets across a variety of platforms and

technologies.

Terms

The position is permanent, with a focus on providing excellent technical support as

part of the internal helpdesk team.

Position

 In-house, as part of the customer end-user support team.

Key Responsibilities

 

Technical Support:

Providing remote technical support to end-users, including receiving,

logging, resolving, and closing support tickets.

Managing user expectations and ensuring effective communication

throughout the support process.

Areas of Support:

Windows and Mac OS Device support

Basic network and server support

Microsoft 365 and other cloud services

Data management, backup and recovery

Telecom/PBX systems support

Mobile device management

Software installation and troubleshooting

Documentation:

Documenting all resolved tickets, actions, and solutions in the helpdesk

system.

Creating and updating internal knowledge base articles.

Processes:

Following and improving existing IT support processes.

Collaborating with the IT team to enhance overall service delivery.

Customer Interaction:

Providing excellent customer service via phone, email, and chat.

Escalating complex issues to relevant teams or senior technicians.

Traveling to customer sites for onsite support requirements.

Professionalism:

Maintaining high standards of professionalism and confidentiality.

Language:

Proficiency in English, both verbal and written.

Qualifications and Education

CompTIA A+

CompTIA Network+

CompTIA Sec+

2-3 years of experience in a helpdesk or similar IT support role

Preferred Skills

 ITIL Foundation certifications

Experience with remote support tools

Familiarity with ticketing systems

Desirable Qualifications

MD-102 – Endpoint Administrator

MS-300 – Deploying MS365 Teamwork

MS-500 – MS365 Security Admin

MS-100 – MS365 Identity and Services

MS-101 – MS365 Mobility and Security

Microsoft certifications related to desktop and cloud services.

Experience with cybersecurity practices

Familiarity with various software and hardware troubleshooting

Remuneration

R 20 000 per month

A Consultant will be in touch if you are shortlisted for the position. lease consider your application unsuccessful should you not have been contacted within 2 weeks.  We will keep your CV on our database and contact you should you match the criteria of any other vacancies.

To apply for this job email your details to Jenny@armstrongappointments.com