Systems Technician

Stowe Holdings is looking for a motivated, customer-focused Systems Technician to join our growing IT team. This role is ideal for someone who enjoys solving technical problems, delivering excellent customer service, and building a career in IT support.

As a Systems Technician, you will provide first-line/second-line technical support to clients, troubleshoot and resolve common hardware, software, and network issues, and escalate more complex problems to senior technicians when required. You will play a key role in maintaining a high standard of customer service while ensuring issues are resolved efficiently and professionally.

KEY RESPONSIBILITIES

CUSTOMER SERVICE (30%)

• Professionally respond to and assist with all customer queries
• Remain courteous, tactful, honest and professional in all communication with other parties
• Regularly update all customers with progress information and estimated times to completion
• Regularly follow up on outstanding queries with other entities who are involved with specific requests
• Adhere to and comply with all commitments made
• Remain calm and collected in adverse situations
• Be alert to deteriorating customer service within the environment and intervene directly or by escalation.

TECHNICAL LEADERSHIP (5%)

• Provide subject matter expertise in systems engineering, troubleshooting, and problem resolution.
• Mentor and train junior team members in technical skills and procedures.
• Function as an escalation point for complex technical issues, working closely with the help desk team to resolve them efficiently.
• Foster a customer-centric approach among team members, emphasizing the importance of customer satisfaction.

PROBLEM SOLVING AND PROCESS IMPROVEMENT (5%)

• Lead root cause analysis efforts for recurring or critical issues, collaborating closely with other teams to prevent future incidents.
• Proactively identify potential issues and develop preventive measures to mitigate them.
• Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction.
• Develop and implement best practices and standard operating procedures for incident management and support.

DOCUMENTATION AND KNOWLEDGE MANAGEMENT (5%)

• Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team.
• Promote knowledge sharing and contribute to the creation of a centralized knowledge base.

LOGGING AND MANAGEMENT OF TICKETS (20%)

• Ensure tickets are logged correctly carrying all relevant site data and according to internal best practice guidelines and ticket logging protocol.
• Categorize tickets according to the internal severity matrix, and ensure tickets are resolved within the required SLA (Service Level Agreement).
• Routinely update the pending list on the ticket management system.
• Liaise with all relevant stakeholders for the end-to-end call management process.

TELEPHONIC AND EMAIL CORRESPONDENCE (10%)

• Effectively manage communication with customers and resolvers through email, telephonic and ticketing portals.
• Share regular ticket updates with customers, ensuring ticket comes to resolution.

PROBLEM SOLVING AND PROCESS IMPROVEMENT (5%)

• Lead root cause analysis efforts for recurring or critical issues, collaborating closely with other teams to prevent future incidents.
• Proactively identify potential issues and develop preventive measures to mitigate them.
• Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction.
• Develop and implement best practices and standard operating procedures for incident management and support.

DOCUMENTATION AND KNOWLEDGE MANAGEMENT (5%)

• Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team.
• Promote knowledge sharing and contribute to the creation of a centralized knowledge base.

SYSTEM MANAGEMENT AND PREFORMANCE OPTIMIZATION (5%)

• Proactively ensure that the client’s systems and infrastructure are maintained to the highest levels.
• Proactively address any potential issues swiftly and effectively.
• Ensure all journal entries are accurate.
• Monitor and evaluate application performance.
• Identifying bottlenecks devises effective solutions.
• Uphold robust security practices and implement backup and redundancy strategies to ensure the integrity and reliability of our systems.

CONTINUED DEVELOPMENT (5%)

• Complete assigned refresher courses to stay up to speed with industry and internal best practice.
• Monitor and evaluate application performance.
• Identifying bottlenecks and conceptualizing effective solutions.

COLLABORATION (5%)

• Ensure effective communication and teamwork
• Effectively collaborate with Line 1/Line 2 teams to bring tickets to resolution

MINIMUM REQUIREMENTS

Relevant certifications such as CompTIA A+ N+

• Degree/ Diploma in IT or equivalent
• Minimum of 2-3 years of experience as a Help Desk Technician or related positions in call centers, technical support, or IT.
• Familiarity with operating systems and software management.
• Proficiency in troubleshooting techniques.
• Valid South Africa ID

Work Location: In person