PIETER DE VILLIERS
Johannesburg
Summary
Detail-oriented IT professional with over 9 years of experience in network and systems administration. Expertise in technical support, network operations management, and troubleshooting, enhancing customer satisfaction. Committed to continuous learning and transitioning into cybersecurity to address evolving threats to personal information.
Overview
2
2
Languages
9
9
years of professional experience
Work History
1st Line IT support engineer
IceConnect
London
03.2025 - Current
- Answered calls and responded to customer tickets to ensure timely resolution of IT issues.
- Provided remote support to troubleshoot and resolve diverse IT-related problems for customers.
- Triage incoming calls and tickets and liaise with the wider IT team to manage escalations.
- Adhere to defined KPIs and meet the expected SLAs.
- Facilitated onboarding and offboarding processes for users, ensuring smooth transitions in IT systems.
- Monitored backups daily and reported issues to maintain data integrity and system reliability.
Junior Support Technician
Network Alliance (Pty) Ltd
Centurion
11.2023 - 02.2025
- Provide expert technical support for network infrastructures, Microsoft operating systems, hardware, software, antivirus, and backup systems.
- Troubleshoot and resolve issues related to internet and email connectivity.
- Utilized fault-finding and problem-solving skills to resolve technical challenges, minimizing downtime and improving user experience.
- Communicate effectively in English and Afrikaans to ensure clear understanding and resolution of client issues.
- Demonstrated customer-centric approach through clear written and verbal communication, enhancing client satisfaction and issue resolution.
Helpdesk 2nd line Support Technician
Wirulink (Pty) Ltd
04.2017 - 10.2023
- Provide remote support that includes configuring, maintaining, and troubleshooting home and office-based networks.
- Install and configure Wireless Access Points, routers, and switches.
- Troubleshoot WISP Towers: Manage interference and frequencies on the wireless network, ensuring customers have a reliable connection to the sector.
- Troubleshot network hardware to optimize performance and maintain reliable connectivity for users.
- Trained first-line support technicians to enhance their troubleshooting skills and improve service delivery.
- Managed interference and frequencies on wireless network for WISP Towers, ensuring consistent and reliable customer connections.
- Working with the onsite team to resolve any network-related matters.
Education
IT Support -
CTU ROODEPOORT COLLEGE
Skills
- Networking
- Remote Support
- Hardware & Software troubleshooting
- Microsoft 365 Administration
- Active Directory
- Data Backup Solutions
- N-able (MSP Platform)
- Zendesk (Ticketing System)
- HaloPSA (Ticket System)
- Unifi Controller
- CnMaestro management
- Strong analytical and problem-solving
- Effective Stress Management
- Supportive team player
Personal Information
Title: SUPPORT TECHNICIAN
Accomplishments
- Achieved recognition for excellent service in January 2018
- Achieved recognition for excellent Service in July 2019
- Achieved recognition for excellent service in October 2019
- Achieved recognition for excellent service in December 2020
- Achieved recognition for excellent service in October 2021
- Consistently exceeding KPI targets
Languages
Afrikaans
First Language
English
Advanced
C1
Timeline
1st Line IT support engineer
IceConnect
03.2025 - Current
Junior Support Technician
Network Alliance (Pty) Ltd
11.2023 - 02.2025
Helpdesk 2nd line Support Technician
Wirulink (Pty) Ltd
04.2017 - 10.2023
IT Support -
CTU ROODEPOORT COLLEGE