IT & Infrastructure

The IT Support Technician

Reports to the IT & Infrastructure Manager. The IT Support Technician fulfils a key role in the team, providing call/incident management, IT support, control, and tracking of information technology (IT) assets, and other administrative and support functions.

Semi-Skilled in technical support

Responsibilities include the following:

• • Incident Management functions and processes

• • Maintenance of Tickets

• • Incident Triage, making sure incidents are prioritized and managed correctly.

• • Resolving IT and Facilities related requests or incidents.

• • Ensuring that a high level of customer service and support is provided to all internal and external customers

• • Follow through with P1/P2 escalations

• • Ensure all calls logged via IT Request and Incident Forms, prioritized, and resolved within internal SLA

• • Provide On-Site as well as remote assistance over the phone, through instant messenger and using remote support tools.

• • Password Management – Reset and unlock of user accounts

• • AD Administration, creating, updating and removal of user accounts

• • JML (Creating of new accounts, movement between campaigns, Terminations)

• • Asset management

• • Preparing and re-arranging desks, including moving / setup of computers as required by campaigns

• • Effective communication to team leaders and end users.

• • Resolve all IT requests promptly

• • Log every request and drive adoption by Team leaders and agents to complete the incident and request forms themselves. (Keep track of time taken to perform each request/task/incident)

• • Escalate unresolved incidents.

• • Maintain an accurate ASSET list.

• • Schedule adherence

• • Customer Satisfaction

• Good Knowledge of Active Directory, IP Networking, Anti Virus and general technical support knowledge.