Support & Installations Technician

Generic Job Title: Support & Installations Technician

Role Family: Support & Installations

Report to: Team Leader/Support Manager

Work Policy: Office based. Shift work: (06:00 – 18:00; 18:00-06:00) Weekend rotation basis

Role Purpose:

The Support and Installations Technician is responsible for the effective functioning of the IT infrastructure for our proprietary system and Customer environments displaying Kiron Products including hardware, software. The Support and Installations Technician is a customer facing role and will provide a high-quality customer experience while resolving client issues.

Behavioural Competencies 

  • Excellent Communicator (written and spoken)
  • Honesty & Integrity
  • Proactive
  • Stress Management
  • Accountable
  • Agile
  • Analytical & Process Driven
  • Project Management
  • Punctuality

Minimum Qualifications

  • Matric.
  • A Bachelor’s Degree in Information Technology, Computer Science, or a related field (Would be advantageous).
  • A+/N+ and / or MCITP or similar.
  • Microsoft / CompTIA certifications advantageous.
  • Desktop Support.
  • Azure/AWS exposure or certification (Advantageous).

Minimum Experience

  • Preferably experience of 5 years or more in similar environment (Technical support/Helpdesk).
  • Experience in virtual sports gaming / betting would be advantageous.
  • Experience in cloud technologies.
  • Previous experience in a technical customer service desk role would be advantageous.
  • Knowledge of best practices around management, control, and monitoring of server infrastructure and desktops.
  • Installation, configuration, and maintenance of end user workstation hardware, software and peripheral devices.
  • Ability to Diagnose and resolve performance, connectivity and related network problems including hardware, software.
  • Ability to work on Web based products.
  • Software Experience.
  • Knowledge of Network Infrastructures.

System Maintenance – Outputs

  • General server maintenance (Memory/CPU/backups/event viewer logs/time synchronising).
  • Log File size management

General Support – Outputs

  • Responding to customer emails and skype while adhering to SLA.
  • Level 1 Support Troubleshooting all issues that are logged.
  • Worked on ticketing system /Jira/smart sheets/Hosting provider tickets.
  • Respond to clients on pending tickets where needed.
  • Manage customer interaction via different messaging platforms (Skype/Teams/Land Bot).
  • Betting General Support.
  • Betting incoming notifications.
  • Betting/operator General Setup.
  • Log Management.
  • Reporting
  • Installations

Technical Support – Outputs

  • Analyse and isolate issues.
  • Evaluate and modify the system’s performance.
  • Determine network and system requirements.
  • Document changes and update Frequently asked issues.
  • To manage and optimize the use of servers while backing up all the important data.
  • To coordinate with employees in other departments and teams.

Engage with Stakeholders – Outputs

  • Ability to work as part of the greater organisational team but also work independently, as well as work with clients.
  • Maintain and manage positive relationships with internal and external stakeholders.
  • Effectively communicate at all management levels with clients/ stakeholders.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Take ownership of continuous Upskilling.

Agility | Clarity | Collaboration | Creativity & Innovation | Customer Centricity | Lead with Integrity | Relationship Focused

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