IT Specialist

The IT Specialist is responsible for the delivery of technical support and execution of technology projects for the customer base. The IT Specialist will report to the CEO and will provide Tier 1 – 3 technical support to action customer requests through resolution according to their SLA (Service Level Agreement). The IT Specialist will undertake ad hoc projects and will assume ownership of the implementation of new and innovative technology solutions.

• Provide Tier 1 to Tier 3 Level IT Support to Customer base via employed service delivery methods.

• Gather all relevant information, log and respond to open tickets and communicate relevant details to Customer within agreed time limits as specified in the SLA.

• Demonstrate proficiency with the use of RMM tool to deliver remote support, troubleshooting, patches and updates and other utilities. Maintain configuration of managed customer assets.

• Maintain a high degree of Customer Service for all support queries and adhere to service management principles

• Attain formal certifications and demonstrate expertise in the relevant technologies implemented by the company.

• Coordinate and advise on the development of new and innovative solutions to the Customer base.

• Analyze company’s internal technology portfolio and provide recommendations geared towards improving service capabilities.

• Participate in ad hoc projects where necessary.

• Maintain Client Confidentiality at all times as per signed Confidentiality Agreement.

• Perform other duties that may arise as required by the job function.