IT Services Engineer

SUMMARY:
IT Services Engineer (1st Line / Second Line) required for global OEM in the heavy commercial vehicles sector Diploma/Degree, A+ & N+, MCSE, CCNA and ITIL V3 to register and resolve tickets whilst overseeing daily operations at the Service Desk. Position will require travelling and overtime when required.

POSITION INFO:

Essential Duties and Job Responsibilities:

• Log all incoming tickets in a standardized way, including (but not exclusive of) identification of which part of the business process is involved.
• Creation of new user accounts via active directory, in line with the Client’s IT standards.
• Site visits to ensure IT maintenance is carried out when required.
• Attend and resolve to any other IT related task.
• Follow the escalation routines (reaction time, resolution time, Information update frequency).
• Give feedback regarding ticket progress to users.
• Liaise between Level 3 support and the end-user.
• In agreement with the end-user, once a ticket is closed, validate that implemented solution has solved the problem in an acceptable manner.
• Contribute to a new and better normal situation through continuous waste elimination and working methods improvements as per SRS guidelines.
• Manage the performance of services to users, ensure that SLA levels are achieved and that users expectations are met or exceeded.
• Right First Time Incident/Request Management - ensure tickets are logged correctly to ensure that multiple site visits are reduced - % of all tickets.
• Ticket management - ensure all tickets are updated daily and users are provided with daily updates. New tickets are to be assigned within 15 minutes via CA.
• Track the incidents to conclusion in line with SLA''s and VIP users according to quality standards.
• Manage critical user incidents, associated to user communication activities and any appropriate escalations.
• Be responsible for network related incidents and requests.
• Troubleshoot network related incidents.
• Ensure all process changes specific to the users which are supported are adhered to.
• Reviewing of all invoices – back up to the IT administrator.
• Sending out reports.
• Escalation management.
• Problem management.

Education and/or Experience

• Relevant Diploma / Degree
• Relevant working experience in a similar role
• A+ and N+
• MCSE
• CCNA
• ITIL V3 foundation

Knowledge, Skills and Abilities

• ITIL knowledge
• Good knowledge of English
• Fluent in market language
• Good understanding of the Client’s Business Processes
• Basic knowledge about the use applications and technical infrastructure and operations
• Good knowledge about the Client’s support procedures
• Helpful and service-minded
• Good communication skills and ability to communicate with users as well as IT personnel
• Ability to listen

General requirements

• Valid driver’s license
• Own car
• Ability to travel without limitations
• Ability to work shifts
• Ability to work on weekends and public holidays

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