Contract position Minimum Requirements: 3+ years experience in similar role or IT field (Preferably in an IT company servicing more than one IT environment) Own reliable transport IT Tertiary qualification MS Qualification Matric / Grade 12 / National Senior Certificate VMWare / Hyper V / Office 365 Server experience Networking WAN / LAN and Wireless Backups experience Advanced Trouble-Shooting experience Hardware Installation, Remote Troubleshooting, Remote support experience Academic Qualifications and Certifications: Certifications (including but not limited to MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM) Degree/Diploma in a relevant field will be an advantage Responsibilities: Receive, validate, and log client requests Administer and maintain the support desk database and call logging system on a daily basis Ensure the correct escalation procedure is followed on all critical calls and requests Assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation Assist in the investigation of issues to ensure a high level of client service support Work closely with his/her colleagues to ensure the swift resolution of faults Ensure that the user is kept updated on the progress in relation to the resolution of the fault Ensure that support calls are monitored and updated efficiently and effectively Proactively communicate with the business in order to provide updates on outstanding incidents or projects Ensure that all relevant documents related to the fault are maintained Maintain high levels of client satisfaction. Communicate in a professional manner, provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf Build and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach #J-18808-Ljbffr