Formal Education Grade 12 IT Degree, Diploma or Certificate Experience 4-7 years’ experience in IT software and hardware support. End User support with troubleshooting skills and network exposure. Understanding of Service Level Agreements Technical / Legal Certification 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 contact within 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 - Identify possible risks and report to Team Lead Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hard...