Tech Officer providing technical support to users and customers in a hybrid remote work environment. Troubleshooting IT-related issues to ensure client satisfaction across various service channels.
Responsibilities
Provide frontline technical support to end-users via various channels such as phone, email, chat, or in-person.
Assist users with troubleshooting hardware, software, network, and other IT-related issues.
Diagnose and resolve technical problems reported by users in a timely and efficient manner.
Log and track all support requests using a ticketing system or help desk software.
Ensure accurate documentation of issues, resolutions, and communication with users for future reference and reporting purposes.
Escalate unresolved issues or complex technical problems to higher-level support teams, system administrators, or software vendors as per established escalation procedures.
Follow up on escalated cases to ensure timely resolution and user satisfaction.
Monitor systems, networks, and applications for potential issues or performance degradation.
Participate in team meetings, performance reviews, and training programs to enhance technical skills, customer service abilities, and overall effectiveness as a help desk consultant.
Requirements
NQF 4: Grade 12 National Diploma
2 years’ experience in Customer Engineering working shifts (night and day shifts)
Certifications A+ ITIL Foundation CompTIA A+ MCITP,MCP,CCENT would be advantageous
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