Job Description

ENVIRONMENT:A dynamic Cape Town based IT company providing systems development, consulting and project management requires a Desktop_Helpdesk Support person to join their team. The ideal candidate will require relevant Courses/Certifications and preferably have working knowledge of Windows, Active Directory, File & SUS Services, MS Exchange, TCP/IP, etc. DUTIES:Resolve all calls escalated to 2nd level by internal / external key relationships –Responsible for all calls that 1st level support cannot resolve.Includes incident and change management (new sales) calls.Resolve within SLA.Follow up with customer.Update system in real time.Resolve issues relating to monitoring and system alerts – include in ALL.Assign to 3rd level support if cannot resolve.Use and update the knowledge base of the system.Follow up with assignees, customers, and 3rd party.Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).