Desktop Support Technician - Fidelity Services Group

We are looking for a Desktop Support Technician to join our IT Operations team. Reporting directly to the IT Operations Manager, you will be responsible for providing comprehensive technical support and maintenance services to our internal users. This role involves traveling to various locations, installing new equipment, addressing service requests, troubleshooting technical issues, and delivering technical training on company equipment.

To excel in this role, you must possess exceptional troubleshooting skills, extensive field experience, and the ability to adapt to dynamic work schedules. As a key member of our IT team, you will efficiently manage all service callouts, ensuring prompt resolution and delivering top-notch service and repairs regardless of the job size.

Specific Responsibilities:

• Provide on-site service and support during field visits or dispatches.
• Manage installation, repair, maintenance, and testing of IT assets at various locations.
• Diagnose technical errors or problems and determine appropriate solutions.
• Generate timely and detailed service reports and provide constructive feedback.
• Document processes accurately to maintain comprehensive records.
• Safely operate a vehicle while traveling to different sites; your transport is essential.
• Adhere to all company's procedures and protocols.
• Collaborate with IT teams and facilitate information sharing across the organization.
• Understand customer requirements and offer suitable recommendations and briefings.
• Cultivate positive relationships with internal customers.

Key Result Areas (KRAs) and Key Performance Indicators (KPIs):

• Customer Service
• Call Management
• To contribute to the achievement of the IT team KPIs are as follows:
• First Call resolution of 90% or greater.
• 95% SLA on Priority 1 Calls.
• 95% SLA on Priority 2 Calls.
• 92% SLA on Priority 3 Calls.
• 92% SLA on Priority 4 Calls.
• User satisfaction rating 90% or greater.

One or more of the following qualifications:

• Matric Certificate.
• CompTIA A+ and Network+.
• MCP (Microsoft Certified Professional) in a relevant area of Operating System network support.
• Proven work experience as a Field Service Technician.
• ITIL Foundation - Advantageous.

Knowledge and Experience:

• 3-7 years in a helpdesk, or field support, with at least 2 years in network support or customer support roles.
• Ability to work independently and demonstrate proficiency in:
• PC hardware.
• Networking.
• Operating Systems (Windows 7, 8, 8.1, 10, macOS, Linux, iOS, and Android).
• Applications, including Microsoft Office Products (2010, 2013, 2016, and O365).

Position Specific Requirements:

• Own reliable transport is mandatory as the technician will be required to travel to sites for onsite support occasionally.
• General Requirements:
• Standby, overtime, and shift work may be required.