First Line IT Support

Cape Town, Western Cape:
Does helping leading organisations achieve world-class performance sound exciting? Well keep reading, because Competitive Capabilities International (CCi) has a fantastic opportunity for a First Line IT Support Engineer with 2 - 4 years IT support experience to join our IT team.

About Competitive Capabilities International (CCi)

CCi has a 35-year track record of helping leading organisations build competitive capability through maturity-based best practice implementation. We are immensely proud of our continuous improvement solution, TRACC, which has transformed over 3000 supply chains in more than 75 countries.

About this role

As a member of the IT team, you will provide first line support for everyday support issues and aim to solve problems at the first point of contact to ensure the customer can continue with their day with mínimal impact. With this in mind, you will make an impact from day one by:

• Deliver high-quality on-site and remote support on a range of technical incidents and problems across the organization
• Troubleshoot install maintain Windows device setup and support, as well as Office 365 support - Outlook, OneDrive, Teams, OneNote, Office suite
• Responsible for device enrolment and management in Microsoft Intune
• Have a ‘hands on’ problem-solving approach, solving problems within strict helpdesk SLA timeframes
• Assume responsibility for Zendesk helpdesk administration - adding, reviewing and assigning tickets to the team appropriately
• Work on support tickets in office and supporting remote staff via Teams
• Complete IT tasks for user setup and configure for onboarding and off boarding
• Assist with approved IT procurement from approved IT vendors
• Review device warrantee status and maintain the records in the asset register to manage device lifecycle
• Take ownership of the hardware and software asset register
• Produce any follow up actions and escalate as necessary within the business
• Expected to work after hours as and when required

QUALIFICATIONS

Education Level
- Relevant diploma/degree in Computer Science

Experience

• 2-4 years’ IT Support work experience
• Have a sympathetic and understanding approach
• Good understanding of PC and laptop hardware set-up and configuration
• Excellent telephone manner and face to face communication and interpersonal skills
• Strong knowledge of Microsoft based operating systems with an emphasis on Windows desktop technologies
• Relevant 1st line / Helpdesk support experience
• MCP certification would be beneficial but is not essential
• Experience using and troubleshooting Microsoft 365 and the Office suite of products

Personal Characteristics

• Process-focused
• Very good technical understanding of current leading technologies, suppliers and industry terminology
• Able to prioritize under pressure and work to deadlines
• Excellent Decision making, judgement, planning and organization skills
• Flexible, calm and approachable, ‘can do’ attitude
• Solid customer relations skills to understand employee concerns and requirements
• Ability to work well within a team, supporting other team members
• Willingness to gain relevant qualifications and accreditation's

REPORTING LEVELS

The job holder reports to the IT Manager.

KEY RELATIONSHIPS

• Work closely with the IT Team, department heads and senior management
• Work collaboratively and effectively with service providers
• Work closely with departments implementing business requirements

Come, unlock greatness!

Seniority Level:
Entry Level

Employment Type:
Full-time

Industry:
Consulting

Job Function:
IT