| Advantages: | Negotiable |
| Site: | Cape Town, Century City |
| Type: | Permanent |
| Reference: | #21178 |
| Society: | Recruitment |
Homework:
- Respond appropriately and deal with questions or complaints in an efficient manner (i.e. punctual, polite and empathetic).
- Take ownership of their assigned tickets or their Virtual Team (“VT”) ticket queue and professionally manage them through to resolution or escalation.
- Ask targeted questions and apply specific troubleshooting.
- Contribute fully as an active member of the team and ensure that personal and team goals are achieved.
- Collaborate with other teams to maintain standards and functionality.
- Maintain a professional relationship with clients and peers.
- Use excellent customer service skills and exceed customer expectations.
- Report potential risks to customers.
- Report customer feedback and potential product requests.
- Maintain your own personal development plan with support from your manager.
- Collaborate with other teams to maintain standards and functionality.
- Undertake any other task assigned by management.
- Availability during your shift hours (which may result in shift and office rotation).
- Troubleshoot, maintain and support a wide range of systems.
- Ensure service level agreements (“SLAs”) are met.
Support Services Engineer Duties –
Telephony:
- Respond to overflow calls and try to resolve the first call.
- Confirm and capture accurate information.
- Take possession of the tickets assigned to you or your relevant VT ticket queue within the agreed SLAs required.
- Prioritize and manage multiple open tickets at the same time.
- Apply extreme attention to detail.
- Effective troubleshooting skills related to your relevant support area.
- Take charge of technical climbing.
- Contribute to and enhance internal knowledge base assets.
- Refer to internal knowledge base, assets, internal/external resources to provide an accurate solution.
- Provide prompt and accurate feedback to customers.
- Refer unresolved issues to a Technical Specialist (within your VT) or Incident Management (outside our VT) for technical escalation.
- Requires a level of supervision.
REQUIREMENTS:
- Formal IT qualification (minimum AZ-104).
- Proven experience in the technology industry providing support at the 2nd line level or above.
- Server infrastructure: HP and Dell, Microsoft Server OS up to 2019, Linux, Hyper-V, VMWare and AD aspects of Intune, server rebuilds.
- Azure: Azure AD, ASR, IAAS, PAAS, subscriptions and management groups, role-based access control (RBAC), NSG, Key Vault, automation, storage, App Service, Azure SQL.
- Backup technologies: Veaam, Azure Backup, Backup Exec, MABS.
- Active Directory: DHCP, DNS, replication, AD synchronization, GPO, clustering, DFS.
- Troubleshooting third-party line of business applications, eg Sage.
- Excellent technical ability in one or more key virtual team areas.
- Strong customer relations skills to understand customer/customer representative concerns and requirements.
- Willingness to acquire relevant qualifications and accreditations.
- Own transport (reliable).
Attributes:
- Use initiative and creativity to solve more difficult problems.
- Strong written and verbal communication and interpersonal skills.
- Able to prioritize under pressure and meet deadlines.
- Flexible, calm and approachable, “can do” at
Published on February 10 09:35, Closing date March 12
