IT Services Engineer

 

Recruiter:

Oxyon Human Capital Solutions

Job Ref:

JHB001418/VMC

Date posted:

Tuesday, August 17, 2021

Location:

Johannesburg, South Africa

Salary:

Market Related


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.



 

 

 

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