Helpdesk Engineer L2

SUMMARY:
The Role:

Essential functions:

• Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
• Ensure that all calls are logged within ITSM tool as per the required...
  
  

  POSITION INFO:
  The Role:

  Essential functions:

  • Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed.
  • Ensure that all calls are logged within ITSM tool as per the required operational processes.
  • Assist team with work overload as and when required and ensure general administration work is up to date.
  • Ensure high level of customer liaison is maintained at all times and interaction is conducted in a highly professional manner.
  • Follow appropriate escalation procedures as and when required.
  • Ensure adherence to respective client specific Operational Manuals, As-Built documents and SOPâ??s.
  • Onsite, Telephonic and Remote User Support to Client.
  • General maintenance to office/boardrooms
  • VIP User Support
  • Diagnose Hardware issues
  • Reload and setup of machines (Microsoft In-tune, Autopilot)
  • Asset administration
  • Security remediation''s based on tickets assigned by Security team.
  • Administration of Security tools
  • Hardware Upgrades
  • Software configurations
  • User account and permissions administration
  • Vendor engagement for EUC hardware
  • Enrolment of existing workstations into In-tune
  • Workstation updates
  • VOIP extension creation and handset deployment
  • APN setup on workstations and troubleshooting
  • Printing troubleshooting and setup
  Skills and Experience:

  Essential Qualification:

  • Grade 12
  • A+, N+
  • Telephone Etiquette Skills
  • ITIL Foundation
  • MCSE/MCITP 

  Experience Required:

  • 3 - 4 Yearsâ?? experience in an IT service desk environment
  • 3 - 4  Customer service experience 
  • 2 â?? 3 Yearsâ?? experience in First call resolution 
  Key Accountabilities:
  • Hardware / Software Knowledge
  • Telephone and Communication Techniques
  • MS Office
  • Strong comprehension of the English Language
  • Knowledge of relevant client specific procedures
    and operations
  • CA knowledge
  • Must possess ability to work in a highly pressurized environment.
  • High levels of accountability and responsibility.
  • Must be service-orientated and maintain focus on delivery and best business practices at all times. 
  Other:

  Work environment:

  • Open Plan office

  Physical demands:

  • Remote Support.
  • Onsite Support Walking to users and assist, carry equipment to be setup
  • Workstation Cable lock installation
  • Printer movements and setup
  • Printer consumables storing, replacing.
  • Boardroom administration, testing and setup.

  Travel:

  • Required on need basis, claimable by kmâ??s 
  
  
  

   

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

  
  

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