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Job Information
Job title
Senior IT Technician
Job grade
senior
Location / Operation
Blue Label Distribution - Johannesburg Gauteng South Africa
Department
Blue Label Distribution
Job reports to
ITO Engineer Team Lead
Job Purpose

To support business units by providing technical assistance that will enhance the user experience and thus allowing for the business to deliver better service to the customer.

Responsibilities
  • Provide resolution for all desktop support requests to internal users, according to the company’s Service Level Agreement
  • Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment
  • Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
  • Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues
  • Work independently to troubleshoot all support requests and follow escalation policies
  • Responsible for computer hardware builds and maintaining inventory for computers ready to deploy
  • Provide support of email services for Microsoft
  • Provide support of telephony services
  • Establish and maintain a positive professional relationship with users
  • Participate in testing, documentation and implementation of assigned projects
  • Responsible for tracking hardware inventory per division policies
  • Responsible for ensuring all company stipulated software and tools are correctly installed and maintained with the correct versions and patches applied
  • Participates in after hours on call rotation
  • Support tactical and strategic goals of the Enterprise Support team
  • Provide training and mentoring for desktop support team members, including escalated support requests
  • Provide resolution for all desktop support requests to internal users, according to the company’s Service Level Agreement
  • Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment
  • Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications
  • Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues
  • Work independently to troubleshoot all support requests and follow escalation policies
  • Responsible for computer hardware builds and maintaining inventory for computers ready to deploy
  • Provide support of email services for Microsoft
  • Provide support of telephony services
  • Establish and maintain a positive professional relationship with users
  • Participate in testing, documentation and implementation of assigned projects
  • Responsible for tracking hardware inventory per division policies
  • Responsible for ensuring all company stipulated software and tools are correctly installed and maintained with the correct versions and patches applied
  • Participates in after hours on call rotation
  • Support tactical and strategic goals of the Enterprise Support team
  • Provide training and mentoring for desktop support team members, including escalated support requests
  • Prepare and conduct client training as requested
  • Consistent and predictable service delivery
  • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
  • Shows commitment to team deliverables and success through actively participating in team discussions and openly sharing specialist knowledge and skill with the team
Requirements of the Job
Experience
  • Minimum of 4 years general IT experience
Minimum qualifications
  • Minimum Matric
  • MCP (Microsoft Certified Professional) & A + Certification highly preferred
  • Certification in technologies (A+, N+, MCSE).
  • CompTia N+ or IT Diploma or MCITP (Desktop Engineer) (Current to within 18 months)
  • Basic knowledge of IP networking and protocols, eg. HTTP, FTP, SMTP, DNS, WINS, DHCP.
  • Basic understanding of network services, eg. email / internet / firewall / Proxy
  • Above average knowledge of commonly used applications (Office 2010/13, , Internet Explorer)
  • Detailed knowledge of computer hardware (Desktops, laptops, components & peripherals)
Competencies / Behaviour
  • Understanding of general IT related troubleshooting
  • Knowledge of Windows based systems and Point of Sale platforms
  • End user support functions
  • Knowledge of SLA management
  • Understanding of IT security
  • Ability to accurately perform basic to intermediate mathematical functions
  • Ability to thrive in a fast paced, rapidly changing environment
Behavioural attributes
  • Energy       
  • Passion     
  • Respect for others.
  • Honest and Fair
  • Creativity   
  • Entrepreneurial Orientation
  • Positive Attitude     
  • Courage     
  • Tenacity     
  • Achieves Results    
Closing date for applications
Thursday, 28 February 2019

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