IT Support Agent
Sandton, Gauteng, ZA
6h ago
source : Work-Force
  • Responsibilities : Receive, categorize, and investigate IT support requests using helpdesk software Onboarding and Offboarding employees Provide training on the Guidepost platform Provide first line support for all IT, Networks, Systems and User-related issues for a team of >
  • 30 administrators and in-field nurses, including remote desktop support Escalate IT issues to second-line technical support with detailed feedback if the problem cannot be resolved Learn how to use the business’ primary software platform and all its functionality;
  • support all clients with any software-related technical issues and queries SIM card provisioning and fax line availability monitoring Install software, including user setup and software configuration on Android devices Install software, including user setup and software configuration on Windows 10 devices Monitor and ensure the integrity of the entire IT infrastructure, analysing, resolving and escalating issues Monitor hardware and software performance and report findings with suggestions to manager Maintain IT asset registers and IT asset allocation Execute disaster recovery processes in the event of failures Weekly backup process verification and weekly data backup-restore testing A monthly audit of IT systems and assets, following established audit processes Assist in software quality assurance through weekly user acceptance testing, working closely with a third-party tester, following established test cases, to test the Guidepost platform and associated software Be willing to work the 8 am to 8 pm shift at least 2 weeks in a month (Monday to Sunday).

    Attributes : Patience to work daily with a wide variety of non-technical users in technical support Detail oriented, thorough and neat Open to change and dynamic responsibilities Passion for IT and technical topics Good general IT literacy High curiosity and desire to learn Problem-solving skills (analysing issues, determining root cause, determining sustainable solutions) Self-starter who meets deadlines without intensive supervision Able to follow written instructions and procedures

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