The Junior Technician is responsible for handling first-level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor-specific hardware and software.

Essential duties and responsibilities                                          

  • IT support relating to technical issues involving Microsoft’s core business applications and operating systems.
  • Support of backup and disaster-recovery solutions.
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Network Infrastructure (including cable management, patching and organisation)
  • Basic remote access solution implementation and support: VPN and terminal services.
  • Monitoring the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.
  • System documentation maintenance and review in professional services automation software (PSA).
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Additional duties and responsibilities 

  • Improving customer service, perception, and satisfaction. 
  • Fast turnaround of customer requests. 
  • Ability to work in a team and communicate effectively. 
  • Working with the dispatcher to ensure that requests are routed to the proper resource in order to be resolved quickly and efficiently. 
  • Escalating service requests that require engineer-level support. 
  • Responsible for entering time and expenses in PSA as it occurs. 
  • Understanding processes in PSA by completing assigned training materials and blueprints on the PSA university. 
  • Entering all work as service tickets into the PSA. 

Knowledge, skills, and / or abilities required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:  

  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer care. 
  • Diagnosis skills of technical issues. 
  • Ability to multi-task and quickly adapt to changes. 
  • Technical awareness: ability to appropriately match resources to technical issues. 
  • Service awareness of all the company's key IT services, for which support is being provided. 
  • Understanding of support tools, techniques, and how technology is used to provide IT services. 
  • Typing skills to ensure quick and accurate entry of service-request details. 

Self-motivated with the ability to work in a fast-moving environment.

Those interested are to send a CV to patrick@eyetechltd.com