We are currently looking for  a Helpdesk Technician to join our Geek Managed Services team.

As a team, we are down-to-earth yet ambitious, highly-skilled yet casual, friendly yet professional, strikingly different from each other yet bound by our common human values. Proactive people who thrive on change and are driven to improve themselves and others everyday are the kind of people that will love working with us.

We’d love for our new addition to be authentic, driven, professional and filled with purpose, with excellent written and verbal communication skills. The ideal candidate should be a natural born Geek, have a love for technology, interacting with clients and sharing knowledge.

If you are chosen, you will be accountable for providing advanced technical support, telephonically and in person, in an effective and professional manner to internal and external stakeholders.

Note that this position are based in Umhlanga, Durban, South Africa.

essential competencies

  • A minimum of 2 years’ working experience as an IT support technician and directly supporting end-users, both face-to-face and remotely
  • A minimum of 2 years’ experience troubleshooting, assembling and upgrading desktop/workstation and server hardware
  • A minimum of 2 years’ experience installing, maintaining and supporting corporate network environments
  • Comprehensive knowledge of Windows and Apple operating systems
  • Microsoft Office application suite including Office 365
  • Experience troubleshooting and setting up mobile devices
  • Basic knowledge in Windows Server operating systems
  • Basic knowledge in Microsoft Exchange Server
  • Networking – routers, access points, switches & firewalls
  • VPN and WAN setup/support
  • Experience having worked with a helpdesk ticketing system (OTRS, Zendesk, osTicket, Heat, Remedy, etc.)
  • Anydesk, Teamviewer and remote desktop experience
  • Providing telephonic support to clients
  • Excellent vocal and written communication skills
  • Experience and natural flair for customer service
  • A valid code 8 driver’s license

advantageous skills

  • Cloud-based technologies
  • Advanced networking – Firewalls (Mikrotik, Cisco, Juniper, Fortinet)
  • Linux operating systems
  • MCSE or equivalent
  • VMware & Hyper-V
  • Linux
  • Azure
  • Experience with ISP operations and support
  • Experience with generating quotes in terms of licensing, services, hardware and software
  • MCSE and/or MCSA certifications
  • Experience working in an inbound call centre environment

key responsibilities

  • Be accountable for effecting remote and onsite IT support to all internal and external stakeholders in the recording and resolution of all IT support tickets logged and/or calls taken (hardware, software, systems and administration)
  • Being accountable for all helpdesk matters and effecting first line IT support to all internal and external stakeholders in the recording and resolution of all IT support tickets logged or calls taken
  • Provide technical support in terms of hardware, software, systems and administration
  • Follow the company processes to effectively escalate matters with effective resolutions
  • Maintain constant communication with end users, engineers, partners and third-party service providers on all matters that require technical support
  • Ensuring expected service levels and response times are adhered to
  • Following the company processes to effectively escalate matters with efficient resolutions
  • Maintaining constant communication with end users, engineers, partners and third party service providers on all matters requiring technical support
  • Providing after hours support on rotation with the team

personal attributes

  • A team player, not afraid to show initiative with strong problem solving and decision making skills
  • A customer-focused attitude, with strong verbal and written communication skills
  • Self-motivated with a constant use of one’s own initiative
  • The ability to multi-task and prioritise workload in real-time
  • Passionate about keeping abreast of changes in your chosen area of technology
  • The culture of imparting knowledge to co-workers, regardless of years of experience, and to constantly acquire and adopt knowledge from others
  • Career-focused with the motivation to forge one’s own path to success within a high-performing team
  • The drive to be the best in the industry in every task one undertakes
  • Detail oriented with strong administrative and documentation skills with proven track record

to apply, email the following information to us:

  1. Full CV
  2. Reference details from your direct managers at your 2 most recent places of employment
  3. Expected monthly cost to company, your notice period and reasons for leaving each place of employment