Mothusi Mathobela

• Diagnosing and troubleshooting equipment within the client environment
• Working independently and communicating effectively in written and oral form.
• Establishing and maintaining effective work relationships with those contacted in the performance of required
duties.
• Operating a variety of standard office and retail equipment including POS terminals and servers, personal
computers, printers, and copiers.
• Coordinating Retail computer hardware and software troubleshooting, installation, repair, and problem diagnosis.
• Receiving calls for assistance, installations, and general maintenance.
• logging calls and taking appropriate action to ensure a satisfactory response within acceptable time frames for the
user community.
• JIRA Ticketing system knowledge.

• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Walking the customer through the problem-solving process.
• Directing unresolved issues to the next level of support personnel.
• Providing accurate information on IT products or services.
• Recording events and problems and their resolution in logs.
• Following-up and updating customer status and information.
• Passing on any feedback or suggestions by customers to the appropriate internal team.
• Identifying and suggest possible improvements on procedures

• Product knowledge for closing more sales.
• Maintaining accurate information about customer records for billing purposes.
• Managing of all incoming service requests by establishing an effective working relationship with customers.
• Providing hands-on technical assistance when necessary.
• Troubleshooting to identify and resolve technical problems in a timely manner.
• Installing, configuring and managing software and their functions according to specifications.
• Reviewing and updating documentation to ensure all necessary processes are followed for the services provided to
• customers.
• Proficiency in SAP customer relationship management (CRM) and task management software.
• Proactively resolving customer issues, such as trouble ticket creation, service requests, and problem resolution.
• Ability to work under pressure and according to specific call resolution targets

Technical Support & Troubleshooting:

• Provided first-level technical support to faculty, staff, and students across campus facilities
• Diagnosed and resolved hardware and software issues on desktop computers, laptops, and mobile devices
• Troubleshot network connectivity problems and printer malfunctions
• Performed system updates, patches, and software installations

Hardware Maintenance & Setup:

• Assembled, configured, and deployed new computer systems and peripherals
• Conducted routine maintenance on computer labs and classroom technology equipment
• Replaced faulty components including RAM, hard drives, and power supplies
• Set up and configured projectors, interactive whiteboards, and audio-visual equipment

Network & Infrastructure Support:

• Assisted with network cable management and basic network troubleshooting
• Supported Wi-Fi connectivity issues and user access problems
• Helped maintain server room organization and equipment inventory
• Monitored system performance and reported critical issues to senior IT staff

User Support & Training:

• Created user accounts and managed access permissions for students and staff
• Provided basic training on software applications and college systems
• Documented common technical issues and solutions in knowledge base
• Assisted users with password resets and account recovery procedures

Educational Technology Support:

• Supported e-learning platforms and distance learning technology
• Assisted with computer lab setup for examinations and assessments
• Helped maintain educational software licenses and installations