Desktop Support Engineer (Level 2)

Recruiter:

IT Naledi Solutions

Job Ref:

CPT000072/MF

Date posted:

Monday, November 14, 2022

Location:

Capetown, South Africa

JOB SUMMARY:
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.

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).

The Engineer focuses on 1st and 2nd line support for incidents and requests with medium to high level of complexity.

JOB DESCRIPTION:

REQUIRED LEARNING

Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
2 -3 yearsâ experience in:
Azure
Microsoft Office 365
InTune
Microsoft TeamsÂ Â Â Â Â Â
SharePointÂ
Fortigate
Antivirus

Â REQUIREMENTS

Own Vehicle & Valid SA driverâs 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 (but not limited to the below) Â

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 L1âs Â Â
Proactively identifies problems and errors before they impact a clientâs 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.)
Will be required to work standby shifts from time to time.Â

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.

APPLICATIONS/ENQUIRIES:Â Email your CV and certifications to Â

POPIA Disclaimer:
By sending your application you agree to:Â

The processing of your personal information and sharing it with third parties for verifications.Â
The exercising of your rights provided for by POPIA.Â
To acknowledge that IT Naledi Solutions (Pty) Ltd will keep the record of your personal information confidential.

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

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