Tier One Technician at Workforce Africa

Responsibilities:

Helpdesk:

• Answering all incoming calls within 3 rings.
• Providing initial troubleshooting for support issues via remote connectivity, including but not limited to Configuration and management of user accounts, mailboxes, logon scripts, shares, print queues and any administration and tier 1 troubleshooting.
• Detailing client supported issues through our ticketing system.
• Passing any non-supported (service requests) issues through to sales to quote.
• Updating tickets as work is carried out and contact is made.
• Gathering all relevant information to troubleshoot the issue.
• Keeping the client regularly updated.
• Keeping our ticketing system, RMM tools and internal systems up-to-date.
• Completing 70% of tickets without escalation on a first call basis.
• Assisting tier 2 with tasks, tickets and projects.
• Monitoring and troubleshooting daily backups.
• Meeting client SLA targets.
• Closing a minimum of 20% of tickets per day.
• Monitoring incoming support emails and actioning accordingly within SLA.
• Document faults and fixes to assist future trending and troubleshooting.
• Monitoring and actioning all service boards to SLA’s.
• Researching faults and resolutions.
• Reporting on persistent and regular issues or devices to higher Tiers or field
• 3rd party liaison.

Qualifications

• Associate's degree or 1 years of helpdesk work experience, required.
• Strong customer support skills
• Excellent written and verbal communication skills
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexible with the ability to multi-task.
• Possess attention to detail and follow-through.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.