SUMMARY:
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POSITION INFO:
ENVIRONMENT: A dynamic provider of innovative Software & Systems Solutions is seeking Line 1 Systems Engineer. The aim of the role is to provide support to customers and provides telephonic remote diagnostics for both hardware and software for complex requests. Systems Engineer offers resolutions by using technical knowledge to pinpoint problems. Additionally, the Systems Engineer collaborates with Systems Technicians and handovers by Field Technicians, and Investigations at the Service Desk level. DUTIES: Customer Service (30%) • Professionally respond to and assist with all customer queries • Remain courteous, tactful, honest and professional in all communication with other parties • Regularly update 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. Technical Leadership (5%) • Provide subject matter expertise in systems engineering, troubleshooting, and problem resolution. • Mentor and train junior team members in technical skills and procedures. • Function as an escalation point for complex technical issues, working closely with the help desk team to resolve them efficiently. • Foster a customer-centric approach among team members, emphasizing the importance of customer satisfaction. Problem Solving and Process Improvement (5%) • Lead root cause analysis efforts for recurring critical issues, collaborating closely with other teams to prevent future incidents. • Proactively identify potential issues and develop preventive measures to mitigate them. • Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction. • Develop and implement best practices and standard operating procedures for incident management and support. Documentation and Knowledge Management (5%) • Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team. • Promote knowledge sharing and contribute to the creation of a centralized knowledge base. Logging and Management Of Line 1 Tickets (20%) • Ensure tickets are logged correctly carrying all relevant site data and according to internal best practice guidelines and ticket logging protocol. • Categorize tickets according to the internal severity matrix, and ensure tickets are resolved within the required SLA (Service Level Agreement). • Routinely update the pending list on the ticket management system. • Log tickets with an internal Line 1 technician where required. • Liaise with all relevant stakeholders for the end-to-end call management process. Telephonic and Email Correspondence (10%) • Effectively manage communication with customers and resolvers through email, telephonic and ticketing portals. • Share regular ticket updates with customers, ensuring ticket comes to resolution. Problem Solving and Process Improvement (5%) • Lead root cause analysis efforts for recurring critical issues, collaborating closely with other teams to prevent future incidents. • Proactively identify potential issues and develop preventive measures to mitigate them. • Identify opportunities to streamline and enhance help desk processes to improve efficiency and customer satisfaction. • Develop and implement best practices and standard operating procedures for incident management and support. Documentation and Knowledge Management (5%) • Maintain up-to-date documentation of common issues, resolutions, and troubleshooting steps for reference by the help desk team. • Promote knowledge sharing and contribute to the creation of a centralized knowledge base. System Management and Performance Optimization (5%) • Proactively ensure that the client’s systems and infrastructure are maintained to the highest levels. • Proactively address any potential issues swiftly and effectively. • Ensure all journal entries are accurate. • Monitor and evaluate application performance. • Identifying bottlenecks devises effective solutions. • Uphold robust security practices and implement backup and redundancy strategies to ensure the integrity and reliability of their systems. Continued Development (5%) • Complete assigned refresher courses to stay up to speed with industry and internal best practice. • Monitor and evaluate application performance. • Identifying bottlenecks and conceptualizing effective solutions. Collaboration (5%) • Ensure effective communication and teamwork • Effectively collaborate with Line 1 teams to bring tickets to resolution REQUIREMENTS: • Relevant certifications such as CompTIA A+ N+ • Degree\/ Diploma in IT or equivalent • Minimum 3 years company experience or similar industry experience • Minimum of 3-5 years of experience as a Help Desk Technician or related positions in call centres, technical support, or IT. • Familiarity with operating systems and software management. • Proficiency in troubleshooting techniques. • Valid South Africa ID ATTRIBUTES: • Attention to detail. • Remote diagnostics • Remote support • Prioritising • Initiatives and Self-motivation • Interpersonal relationships • Professionalism • Good written and verbal Communication skills • Good time-management • Technical skills
