Sipenkosi Njikelana
Cape Town
Summary
Dynamic IT Support Engineer with a proven track record at WITS RHI & THIRDSTREAM, adept at resolving complex technical issues and enhancing user experience. Skilled in Microsoft 365 and equipped with strong interpersonal relations, I excel in delivering efficient support and training, significantly reducing ticket backlogs and improving operational efficiency. Seasoned IT Support Engineer possessing in-depth knowledge of troubleshooting, system administration, and network management. Demonstrated ability to resolve complex technical issues swiftly and effectively, improving operational efficiency. Strong communication skills foster productive relationships with diverse teams. Previous impacts include streamlining processes and enhancing system performance across multiple organizations.
Overview
6
6
years of professional experience
Work History
IT Support Engineer
WITS RHI & THIRDSTREAM (Pty)
Johannesburg
07.2021 - Current
- Set up equipment for employee use, performing or properly installing cables, operating systems, or software.
- Utilised ticketing systems to track the status of help desk tickets throughout the resolution process.
- Conducted remote diagnostics to identify and solve technical problems.
- Updated customer information and account status in the database following each interaction.
- Participated in weekly meetings with other IT staff members in order to discuss new technologies or strategies for improving efficiency within the department.
- Participated in after-hours on-call rotation for critical support needs.
- Maintained positive working relationships with fellow staff and management.
- Answered user enquiries to resolve computer software or hardware operation problems.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Oversaw the daily performance of computer systems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Resolved escalated customer service requests as needed in order to ensure successful resolution of customer complaints.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Evaluated software or hardware to recommend improvements or upgrades.
- Provided technical support to users by troubleshooting hardware and software issues.
- Managed the configuration and setup of customer accounts and systems.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Walked customers through common phone hardware and software configurations to maximise service functionality.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Installed and performed minor repairs to hardware, software, or peripheral equipment.
- Provided technical support to end users on a variety of computer software and hardware issues.
Junior IT Technician
Compudynamics South Africa
02.2020 - 04.2020
- Imaging workstation
- Installing, configuring, and maintaining computer hardware and software
- Assisting with first-line support
- Patching and cabling
- Testing and documenting hardware
- Troubleshooting and resolving issues related to Networks, Printers, Computer hardware, and software
IT Support Intern
College of Cape Town (Crawford Campus)
03.2019 - 01.2020
- Computer lab assistance
- Support computer lab operations
- Troubleshooting, WIFI, and LAN, and fixing any issues related to hardware and software issues
- Respond to queries and introduce students to the use of computers and peripheral equipment
- Server maintenance, monitoring switches, and Access Points
Education
N6 Technical Support -
Masithuthuke Holdings Company
01.2019
Information Technology
PC TRAINING AND BUSINESS COLLEGE
01.2014
Matric Certificate -
Ben Mali Senior Secondary School
01.2010
Skills
- Microsoft 365
- Microsoft Azure
- Intune
- SharePoint
- Teams
- Unifi
- Microsoft 365 Defender
- Ticketing systems
- Technical support
- Software installation
- Active directory
- System administration
- Wireless networking
- Antivirus software
- Microsoft Office Specialist (MOS) expert
- Network diagnostics
- Help desk support
- Windows server
- Office Suite (Word, Excel, PowerPoint, Outlook)
Personal Qualities
- Self-confident, self-motivated and well-organized.
- A good listener and non-defensive in approach.
- Resourceful and able to think clearly under pressure.
- Self-directed. Willing to take responsibility and be held accountable.
- Analytical and problem solver
Personal Information
- Ethnicity: African
- Nationality: South African
- Driving License: C1 Code 10
- Gender: Male
- Date of Birth: 1989-09-26
- Home language: isiXhosa
- Disability: No
References
- Mr, Thokozani Sikhosana: IT Manager
Contact: 072-190-6917
- Sbusiso Phiri: Senior Technician
Contact: 083-984-9308
- Tebogo Mokubyane: Support Engineer
Contact: 074-856-0190
Languages
- isiXhosa
- English
- IsiZulu
Timeline
IT Support Engineer
WITS RHI & THIRDSTREAM (Pty)
07.2021 - Current
Junior IT Technician
Compudynamics South Africa
02.2020 - 04.2020
IT Support Intern
College of Cape Town (Crawford Campus)
03.2019 - 01.2020
N6 Technical Support -
Masithuthuke Holdings Company
Information Technology
PC TRAINING AND BUSINESS COLLEGE
Matric Certificate -
Ben Mali Senior Secondary School
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