ENVIRONMENT: An innovative Managed IT Services Provider is currently in search of an IT Technician. In the role of an Onsite IT Technician, responsibilities encompass both planned installations and immediate assistance for clients, making this a highly prominent position. Within this capacity, the IT Technician will assess incoming support tickets and make the decision to […]
An innovative Managed IT Services Provider is currently in search of an IT Technician. In the role of an Onsite IT Technician, responsibilities encompass both planned installations and immediate assistance for clients, making this a highly prominent position. Within this capacity, the IT Technician will assess incoming support tickets and make the decision to either independently address and resolve the issue or recognize the need for it to be elevated to the appropriate team for resolution.
Correctly logging incidents and faults, categorizing and prioritizing them while ensuring to have a clear understanding of the problem.Ensure all faults are progressed & cleared within SLA – escalating where required.Effectively manage customer expectations with timeous updates & clear telephonic communication to the clients’ nominated point of contact throughout the support process.Communicate critical level status to the CSM team at regular intervals.
Maintain current, accurate notes of all issue resolution activities within Service Tickets including time logs. Verify all necessary information has been captured on the Service tickets prior to processing for billing.Proactive Tasks:Maintain and develop own knowledge and skills to assist with first-time fault resolution.
Attend to designated RMM tool notifications about issues with PCs before the client realizes the problem.Collaborate with the team to ensure that tickets are closed timeously, and queues are not unwieldy.Updating the company Knowledgebase and Documentation as information is gained or where needed.Respond to clients’ requests as quickly and efficiently as possible.Contribute towards client satisfaction.
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