Formal Education: Grade 12 IT Diploma / Degree will be advantageous Experience: 4-7 years’ experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements Technical / Legal Certification: IT Diploma/certificate Comp TIA A+ Comp TIA N+ Relevant OEM certifications (HP, Dell, Lenovo,) ITIL v3 Foundation Certification (advantageous) MCSE (Advantageous) Key Performance Areas: End user support - Resolve logged incidents as per client contract Deliver customer service - Communicate, dress, and display positive attitude Quality incident resolution - Ensure incident is resolved on first contactwithin SLA Compliance to pending rules - Ensure compliance to pending rules is followed Quality data input - Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards Preventative maintenance - Identifies possible risks and reports to Team Lead Deploy, Monitor, Repair, Su...