Junior IT Support Agent

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Vianet is a managed services and cloud solutions provider. We assist organisations in realising their full potential by ensuring that all IT systems and procedures are in place in order to ensure efficient and smooth-running operations.  

The company provides comprehensive IT solutions to a multitude of business sectors. Our commitment to high level customer service and reliable support, and dedicated workforce have seen our company grow and our satisfied-clients list expand. 

Vianet is currently looking to employ a full-time Junior IT Support Agent. 

Job Description:

Position Overview: We are seeking a motivated and detail-oriented Junior IT Support Agent to join our dynamic IT support team. As a Junior IT Support Agent, you will be responsible for providing Level 1 support to end-users, assisting with a variety of technical issues ranging from hardware and software problems to network configurations. The ideal candidate will possess excellent communication skills, a passion for technology, and a strong desire to learn and grow within the IT field.

Responsibilities:

First Line Support:

  1. Respond to incoming support requests through various channels (phone, email, ticketing system) and provide timely and effective solutions to Level 1 issues.
  2. Diagnose and troubleshoot hardware and software problems on end-user devices, including desktops, laptops, printers, and mobile devices.

User Assistance:

  1. Assist end-users with basic software applications, ensuring proper installation, configuration, and usage.
  2. Provide guidance on common issues such as password resets, account setups, and email configurations.

Documentation:

  1. Maintain accurate and up-to-date documentation of support processes, troubleshooting steps, and issue resolutions.
  2. Contribute to the knowledge base by documenting frequently encountered issues and their solutions.

Collaboration:

  1. Collaborate with other IT support team members to escalate and resolve complex issues promptly.
  2. Work closely with the IT team to implement and enforce IT policies and procedures.

Training and Development:

  1. Stay informed about the latest technologies, industry trends, and best practices in IT support.
  2. Actively participate in training sessions to enhance technical skills and knowledge.

Qualifications:

  1. Educational background in Information Technology, or a related field.
  2. Basic understanding of IT principles, hardware, software, and networking concepts.
  3. Strong problem-solving and analytical skills.
  4. Excellent communication and interpersonal skills.
  5. Customer-focused with a positive attitude and a commitment to delivering quality support.
  6. Ability to work independently and collaboratively within a team.
  7. Willingness to learn and adapt to new technologies and methodologies.
  8. Knowledge of troubleshooting tools and techniques.

Join our esteemed team and dive into a professional journey where you’ll have the privilege of working with state-of-the-art, industry-standard technologies. Unlock the doors to a gratifying career that goes beyond merely keeping up with industry trends — here, you actively contribute to supporting our exceptional clients. 

If you possess a genuine passion for ICT and aspire to be part of an awesome team making a meaningful impact on the local IT sector through top-tier service and outstanding customer care, seize the opportunity now. Elevate your career by sending your CV to [email protected]

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