IT Support Technician - Medical Insurance Company

A Medical Insurance Company based in Benoni, Gauteng is looking for an IT Support Technician who will

• Diagnose computer problems, monitor computer processing systems, install software, and perform tests on computer equipment and programs. Set up computer equipment, schedule maintenance and teach staff to use programs.

Key Performance Areas

• Supporting the roll-out of new applications.
• Responding to call-out within SLA.
• New support tickets created or open support tickets.
• Prioritizing and managing many open cases (tickets) at one time

Key Tasks

Supporting the roll-out of new applications

• Installing New software on users’ machines.
• Setting up new users' accounts and profiles and dealing with password issues.

Responding to call-outs within SLA

• Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
• Closing tickets within turn-around time.

New support tickets created or open support tickets.

• Taking staff through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
• Take ownership and responsibility of an issue from the start through to a successful resolution.

Prioritizing and managing multiple open cases (tickets) one at a time

• Prioritising certain tickets by the severity of logged tickets.

Essential Qualification

• Matric (Grade 12) or NQF equivalent.
• N+
• A+
• Certificate in Technical Support.

Desirable Qualifications

• MCSE / MCSA.
• System Support.
• LPIC -1.

Essential Experience

• Minimum of 2 years’ experience in Information Technology.
• Require knowledge of computers and how they operate, which includes having a broad understanding of hardware and software, operating systems, and basic computer programming.

Desirable Experience

• Understanding or knowledge of Linux.
• Internet applications and security may also be required.

Knowledge and Skills

• Ability to handle constantly changing flow of traffic.
• Multitask effectively during busy times.
• Ability to utilize the applications for Microsoft Office and Linux-based software for support, reporting and documentation.
• Friendly presence and helpful attitude.
• Good interpersonal skills and ability to work well with others.
• Excellent oral and written communication skills, this position requires frequent interaction with staff/internal Clients.
• Excellent telephone etiquette, ability to provide technical support over the phone, and previous customer service experience will be advantageous.
• Computer skills including the ability to operate computerized accounting, spreadsheets and word-processing.
• Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
• Remain productive during slow times.
• Applying expertise and technology.
• Learning & researching new Technology systems
• Delivering results and meeting Customer’s expectations.
• Achieving personal work goals and objectives.

Attributes

• Respect the importance of confidentiality.
• Willingness to assist after hours when the need arises.
• Honest, humble and hardworking.
• Uphold high standards of integrity.
• Creative and innovative, ability to think around problems and come up with solutions.