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Sign inIT Service Agent T1 job vacancy in Cape Town.
A leading Managed IT Services Provider is looking for a ‘’IT Service Agent T1’’ to join their team on a full-time permanent basis in Cape Town.
Excellent compensation package (subject to background and experience) plus internal career advancement opportunities.
Minimum Requirements:
- Valid Driver’s License and Own Reliable Transport
- A+ and N+ or equivalent, Microsoft MCSA or MCSE
- Experience in Microsoft 365 and Azure environments
- Certification or Degree in IT advantageous
- Good Leadership Skills
- Experience working with ITIL and COBIT5 frameworks (certification will be advantageous)
- Practical service delivery experience in the IT industry; as an IT support, field support or desktop support technician
- Experience with: general IT equipment Desktops, hardware/software, Applications Switches, routers, Microsoft Servers
Key Performance Areas:
- Compliance with the Ticket Lifecycle Management: Ensure tickets are classified & prioritized accurately
- Field Support: Compliance with customer rules, processes and procedures while attending to work at customer offices
- Escalations: Quickly and accurately identify P1 and P2 Incidents and account escalations, initiating an immediate response
- IT Information Library (ITIL) and IT Service Management (ITSM): Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies, Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date