Mintek, a leading South African research and development organization in the scientific sector, is offering an exciting opportunity for a Service Desk Technician. The successful candidate will play a key role in providing critical technical support to Mintek’s users, ensuring their computer systems, hardware, and software perform optimally. If you have experience in IT support and troubleshooting, this could be the perfect role for you.
Location: Randburg
Closing Date: 28 January 2025
Key Responsibilities:
As a Service Desk Technician at Mintek, you will be responsible for a wide range of tasks, including:
- First Point of Contact: Serve as the go-to person for users needing technical assistance, whether remotely, in-person, or via phone.
- Technical Support: Provide support for computer systems, software, and hardware issues. Troubleshoot and resolve problems using diagnostic tools and effective questioning.
- Escalation: When necessary, escalate unresolved technical issues to higher-level support teams for further investigation.
- Equipment Maintenance: Install, troubleshoot, maintain, and upgrade computers, printers, scanners, and other office equipment.
- User Training: Train users on IT best practices, create training manuals, or produce how-to videos.
- Backup & Recovery: Perform backups and data restores for desktops and laptops to safeguard user data.
- Service Desk Management: Effectively manage Service Desk tickets, ensuring timely resolution of all issues.
- Support Disaster Recovery: Participate in and support disaster recovery activities.
- Telephony System Maintenance: Support and maintain telephony systems and the APN system, including installations and reporting.
Minimum Qualifications:
To be considered for this role, you must meet the following qualifications:
- Education: A relevant ICT degree (e.g., Bachelor of Technology in Computer Systems, Information Technology, or Networks).
- Experience: A minimum of 2 to 5 years of relevant experience in IT support or helpdesk roles.
- Certifications (Preferred): MCSE, A+, N+, Security+, or any relevant professional certifications.
- ITIL Foundation: Knowledge of ITIL principles for service management.
- Training: Additional training in Network Administration, Project Management, and O365 is beneficial.
Required Knowledge & Skills:
- Technical Expertise: A strong understanding of computer systems, mobile devices, and various tech products. Ability to diagnose and resolve issues efficiently.
- Customer Service: A customer-centric approach, with excellent verbal and written communication skills. Ability to maintain calm under pressure and follow up to ensure satisfaction.
- Troubleshooting & Problem-Solving: Capable of troubleshooting technical issues and resolving them in a timely manner.
- Systems Thinking: A proactive approach to identifying areas for improvement in procedures and processes.
- Telephony Support: Knowledge of managing telephony systems and supporting APN systems.
- ITSM Knowledge: Familiarity with ITSM frameworks such as Incident Management, Problem Management, and Change Management.
Why Apply?
This role at Mintek offers an excellent opportunity for career growth and development in a dynamic scientific research and development environment. You will gain hands-on experience with a wide variety of technology systems and have the chance to enhance your technical skills while contributing to Mintek’s mission of advancing scientific research.
How to Apply:
If you meet the qualifications and are ready to take on this exciting challenge, apply through the Mintek careers portal. To apply, simply visit the link below and submit your application:
Application Deadline: 28 January 2025
