Junior 1st Line IT Support Technician (JB3237) at Kontak Recruitment / America Jobs

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Junior 1st Line IT Support Technician (JB3237)

Junior 1st Line IT Support Technician (JB3237)
Centurion, Johannesburg
R15 000 per month
Duration: Permanent

Overview
We are currently assisting our client, a prominent player in the ICT solutions field, in their search for a Junior 1st Line IT Support candidate specializing in site monitoring and issue management. In this role, you will be responsible for ensuring the smooth operation of our organization's sites by actively monitoring their IT infrastructure, promptly logging any site issues, and efficiently allocating them to the correct department for resolution. Your attention to detail, excellent communication skills, and ability to work collaboratively with various teams will be crucial in maintaining a reliable and responsive IT support system. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are required.

Minimum Requirements:
Bachelor's degree in information technology, computer science, or a related field (or equivalent experience).
Proven experience in a similar role, preferably in an IT support or help desk environment.
Solid understanding of IT infrastructure components, including hardware, software, networks, and databases.
Familiarity with monitoring tools and systems to identify and resolve IT issues.
Excellent troubleshooting skills and the ability to analyze and diagnose technical problems.
Strong organizational and multitasking abilities, with a keen eye for detail.
Effective written and verbal communication skills to interact with end-users and technical teams.
Ability to work under pressure and prioritize tasks in a fast-paced environment.
Team player with a proactive and customer-oriented approach.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Duties and Responsibilities:
Site Monitoring:
Monitor the IT infrastructure of all sites, including hardware, software, and network components, to identify potential issues and ensure optimal performance.
Respond to and resolve immediate site issues promptly to minimize downtime and disruption.
Conduct regular checks on systems, applications, and devices to ensure they are functioning correctly.
Collaborate with relevant teams to establish and maintain monitoring tools and systems.

Issue Logging and Tracking:
Log and document all reported site issues accurately and comprehensively.
Prioritize and categorize issues based on severity and impact on operations.
Ensure timely escalation of critical issues to the appropriate departments for immediate attention.
Maintain a comprehensive issue tracking system to monitor the status and progress of reported problems.
Provide regular updates and reports on issue resolution status to stakeholders.

Issue Allocation and Collaboration:
Assign reported site issues to the appropriate departments or teams for resolution based on the nature and complexity of the problem.
Collaborate closely with internal IT teams, including network, hardware, software, and security specialists, to facilitate efficient problem resolution.
Act as a liaison between end-users and technical support teams, ensuring effective communication and timely updates on issue resolution.
Provide necessary information and documentation to assist assigned teams in diagnosing and resolving site issues effectively.
Documentation and Knowledge Base:
Maintain accurate and up-to-date documentation of site-specific IT systems, configurations, and processes.
Contribute to the development and maintenance of a comprehensive knowledge base for common site issues and their resolutions.
Identify opportunities for process improvements and efficiency enhancements based on recurring site issues.
Reference : Junior 1st Line IT Support Technician (JB3237) jobs

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