location

Johannesburg

ABOUT THE ROLE

The FLS Technician is responsible for providing first-line support to ensure the smooth operation of IT services. This role involves handling technical support requests, troubleshooting hardware and software issues, and maintaining a safe and efficient working environment.

JOB DESCRIPTION

• Technical support
  • Assist with password rests, hardware connections, and software irregularities.
  • Monitor tickets for all client queries and assist with logging tickets when needed.
  • Timely communication and status updates to both internal and external stakeholders.
  • Timely resolutions and escalation of tickets to internal support or IT service delivery partners when necessary.
  • Facilitating resolutions of tickets with internal and external stakeholders in efficient manner.
  • Focus on technical tickets, ensuring prompt responses and escalation of issues.
  • Solve basic configuration issues and follow required processes and escalation steps.
  • Monitor systems and stay aware of statuses via internal systems and notifications.
  • Liaise with IT partners on troubleshooting, resolving and handling outages and issues.
  • Assist with onboarding and offboarding of employees and fulfil procurement requests for new or replacement equipment (headsets, terminals, laptops, cabling, etc.).
  • Keeping track of assets via the asset register and ensure correct forms are completed.
  • Add standard checklists in tickets for internal and partner support.
  • Continuous training and research to stay up to date with what is trending in the market.
• Facilities support
  • Maintain a safe, clean and hazard free office environment.
  • Manage meeting room setups.
  • Receiving and attending to calls logged for any fixes required to the physical office.
  • General safety on the floor.
• Customer service
  • Foster customer-centric culture by ensuring high levels of customer satisfaction and engagement.

MINIMUM REQUIREMENTS

• Matric / Grade 12.
• A+ & N+ certification is an advantage.
• Minimum of 1 year of hands-on experience with computer network administration, and/or IT training or certification.
• Understanding of IT networks and terminology.
• Relevant product or system certification / knowledge.
• Ability to operate within the functional matrix environment as a team player by accomplishing related results as needed.

COMPETENCIES

• Problem solving
• Communication skills
• Technical understanding
• Customer service orientation
• Coordinate tasks and prioritise