Junior Support Engineer

Recruiter:

Data Centrix

Job Ref:

JHB005967/Kono

Date posted:

Tuesday, June 21, 2022

Location:

Capetown, South Africa

JOB SUMMARY:
Great permanent career opportunity for a Junior Support Engineer who has completed an internship. Join the Datacentrix Service Desk In Cape Town. Secure your future and become part of our team.

JOB DESCRIPTION:

Critical Requirements - Skills, Experience & Qualifications

Matric or Grade 12 Essential
A+ and N+ / MCSE
Supplier Service Qualifications relevant to role/customer environment
At least one-year computing support experience

Primary Role Accountabilities

Perform 1st line support for end-user computing incidents and service requests assigned via the customer or Datacentrix Service Desks, deskside or remotely as may be needed, maintaining delivery within agreed service levels
Follow escalation procedures defined where further levels of support are required, or SLA is under threat and assistance is required to ensure resolution within SLA
Preventative maintenance (Endpoint Patch management) according to patching schedule and approved tasks
Remediate issues identified by audit and monthly reporting
Ensure adherence to all customer and internal policies, procedures, and standards
Provide assistance in performing IT asset stock-takes and asset inventory reviews
Adhere to controls relating to IT stock, stockrooms, and workshop environments
Perform research and continued effort towards education for the purpose of improving knowledge- and experience-levels in the products/systems supported by the company
Ensure that all tickets assigned are updated regularly (at least daily, and immediately on resolution) on the ITSM System in use
Ensure that complete and accurate resolution descriptions are captured for each ticket
Professionally respond to and resolve/fulfill all incidents and service requests assigned
Remain courteous, tactful, honest, and professional in all communication and interactions with customers and other parties
Regularly update the Service Desk and all customers with progress information and estimated times to completion
Regularly follow up on outstanding queries with other entities who are involved with specific requests
Adhere to and comply with all commitments made
Remain calm and collected in adverse situations
Be alert to deteriorating customer service within the environment and intervene directly or by escalation.

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