Junior Support Technician

Junior Support Technician

Location: North West
Reference Number: JST004
Job Type: Permanent
Salary: Market Related
Work Level: Skilled
EE Position: Yes

Purpose of Role:

To provide technical assistance to end-users by resolving basic hardware and software issues, contributing to the overall efficiency of IT support services. This role involves maintaining and administering IT systems to ensure end-users have access to Information Systems daily. Junior Support Technician

Role Context: 

Process and Technology:

• Maintain various back-office IT systems and servers, ensuring high availability and security of Tharisa Minerals (TM) business applications.
• Contribute to improving support processes and procedures for prompt Service Desk support delivery.

Reporting:

• Create and submit daily and weekly productivity reports to provide supervisors with insights into customer service response times.
• Retrieve server data to create reports, submitting them to supervisors as required.

Resource Management:

• Provide input on required changes in resources (financial or non-financial) to achieve team or personal objectives.
• Determine resource needs of the team or personal area of work to achieve business outcomes.
• Request and allocate required assets/resources for fulfilling work objectives to guarantee quality outputs.
• Monitor the use of assets and resources within the team and personal area of responsibility to ensure proper utilization and management.
• Document the retrieval of assets and peripherals for end-users to maintain an up-to-date asset database.

Technical Support: Junior Support Technician

• Prioritize Service Desk tickets to address customer queries efficiently.
• Use a basic understanding of customer requirements and business objectives to provide input on addressing customer needs.
• Improve customer support by actively responding to queries and handling complaints, including those related to account setup and network configurations.
• Follow up with customers to identify areas for improvement.
• Troubleshoot hardware, software, and network problems for internal TM clients using an understanding of computer systems and technology products.
• Provide instructions to a non-technical audience, using a technical background to guide them in resolving errors or other technical difficulties. Junior Support Technician
• Escalate difficulties to senior technicians to provide visibility on work completed against Service Level Agreements and gain support for prompt resolutions.
• Work within established configuration and Change Management Policies to ensure approval and success of changes made to Configuration Items.
• Support routine maintenance tasks on hardware and software, including updates, installations, and configurations.

Stakeholder Relations:

• Communicate with all relevant departments on issues within the area of specialty.
• Liaise with appropriate stakeholders to ensure alignment with departmental objectives and manage potential derailers while avoiding duplication of work.
• Communicate with internal and/or external stakeholders as required to achieve work objectives and maintain relationships.

Requirements:

Qualifications:

• Grade 12 (NQF4)

Certifications:

• COMPTIA A+
• COMPTIA N+
• Certification in Microsoft, Linux, Cisco, or similar technologies is advantageous.

Job-Specific Experience: Junior Support Technician

• Minimum of 1-2 years of relevant experience.
• Proficient computer skills in Microsoft Office (Outlook, Word, Excel, Publisher, Access, PowerPoint).

Inherent Requirements:

• Must be medically fit.

Closing Date: 24 October 2024

Note: Preference will be given to people living with disabilities and female candidates.

This job post provides a comprehensive overview of the Junior Support Technician position in the North West region.

 

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