Desktop Engineer (Level 2)

Recruiter:

IT Naledi Solutions

Job Ref:

CPT000038/MF

Date posted:

Friday, April 30, 2021

Location:

Capetown, South Africa

SUMMARY:
Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).

POSITION INFO:

PRIMARY PURPOSE

The role is responsible for providing a managing service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution.
The Engineer focuses on 1^st and 2nd line support for incidents and requests with medium to high level of complexity.

REQUIRED LEARNING

Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
2 -3 years’ experience in:Own Vehicle & Valid SA driver’s license (advantageous)Occasional field work might be required to assist with support calls.
- Aure
- Office 365
- Teams
- Sharepoint (Advantageous)
Poven experience of solving complex problems.
Knowledge of relevant Technology, Products and Service
Huawei qualification (Advantageous)

REQUIREMENTS

Own Vehicle & Valid SA driver’s license (advantageous)
Occasional field work might be required to assist with support calls.
Proven experience of solving complex problems.
Knowledge of relevant Technology, Products and Service.
Relevant knowledge in ticketing tools.

KEY JOB OUTPUTS

Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve ticket.
Ensure completion of ticket is within agreed SLAs.
Interacts with client to gather additional info to enable faster resolutions of a ticket.
Analyses incidents / requests to produce knowledge articles to enhance the knowledge base as quick referral for L1’s
Proactively identifies problems and errors before they impact a client’s service.
Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket
Ensures all changes are carried out with proper work/change approvals.
Setup workstations and configure end-user software / hardware and upgrade existing client desktops.
Monitors client infrastructure and solutions.
Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.
Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.
Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.
Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.)
Strong client service orientation and passion for exceeding expectations.
Excellent written and verbal communication skills.
Reliable and able to produce a high quality of work.
Display excellent attention to detail and the ability to manage work processes.
Ability to evaluate and recognise customer needs.
Ability to think creatively.
Ability to establish and maintain respect of peers, associates, and colleagues.
Ability to function independently.
Sober Habits, Presentable, Neat and Self-reliant.
Will be required to work standby shifts from time to time.

CORE COMPETENCIES

Strong client service orientation and passion for exceeding expectations.
Excellent written and verbal communication skills.
Reliable and able to produce a high quality of work.
Display excellent attention to detail and the ability to manage work processes.
Ability to evaluate and recognise customer needs.
Ability to think creatively.
Ability to establish and maintain respect of peers, associates, and colleagues.
Ability to function independently.
Sober Habits, Presentable, Neat and Self-reliant.
Demonstrate an appropriate degree of personal and business integrity.

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Similar jobs you might be interested in:

Windows Server Engineer (L2 & L3)
Location: Cape Town
Salary: Market Related Hourly
Responsibilities:Daily server system maintenance and monitoringDaily Active Directory maintenance and service monitoring and health checksSupporting applications on Windows servers and providing 3rd level supportProblem resolution and fault findingWindows server administration, support and disaster recovery proceduresEnsuring that security standards are adhered toTesting and evaluating new server ...
3 days ago

IT and Desktop Technician - Montague Gardens, Cape Town
Location: Capetown
Salary: Market related
Calling all Senior IT and desktop Technicians in Cape Town
4 days ago

Windows Server Engineer (L2 & L3) - 12 month contract
Location: Cape Town
Salary: 1000 Monthly
Our client is looking for a Windows Server engineer (L2 & L3) for a 12 month contract for an onsite role in Parow.
6 days ago

Remote Support Engineer – 2nd Line
Location: Capetown
Salary: Market-Related
This role exists to provide high-quality 2nd line remote support to a diverse international client base, ensuring incidents and service requests are resolved efficiently and customer satisfaction remains consistently high.
2 days ago

Junior Systems Support Engineer
Location: Capetown
Salary: Market Related
bring your A+ | N+ | relevant MS Certs
31 days ago

Principle Process Engineer
Location: Cape Town
Salary:
Today

Software Engineer â Technology Innovation
Location: Stellenbosch
Salary: 1 200 000 Annually
Are you prepared to embark on a quest that tests your intellect, creativity, and mastery of the arcane arts of code? Join a fellowship of adventurers forging mission-critical systems with enchanted tools of the trade. This is your chance to leave a lasting mark upon the realm as a Software engineer, wielding your skills like a true hero of IT.
1 day ago

Data Engineer (GCP)
Location: Cape Town
Salary:
2 days ago

Junior Developer (CH1169)
Location: Cape Town
Salary:
1 day ago

Software Engineer
Location: Cape Town
Salary:
A defence company in Cape Town is seeking a software engineer to join their team.
3 days ago

Desktop Engineer (Level 2)

Similar jobs you might be interested in:

Create a free job alert for Desktop Engineer (Level 2) in Capetown