Service Centre Support Engineer

Our Client in the IT industry is seeking a Service Centre Support Engineer to join their team, based in Port Elizabeth.

Requirements:

• Matric / Grade12.
• IT qualification.
• Computer Literacy.
• 4+Years working experience in the field.
• Leadership skills.
• Client services / Customer support.

Duties and Responsibilities:

• Provide timeous support to all clients via the following tasks: ticket management and resolution; service maintenance tasks (i.e. backup management, event management, anti-virus checks etc.); 3rd party management; telephony support and knowledge management.

Ticket Resolution and Management:

• Monitor and process unassigned tickets.
• Analyze tickets and report any picked up trends to team leaders.
• Management of tickets from creation to closure following defined processes.
• Adherence to client response and resolution adhering to SLA.
• Follow up on all old tickets and ensure that they are taken through to closure.
• Ensure that tickets are escalated timeously as per defined major incident process/if no resolution is found during troubleshooting.
• Assist fellow team members with ticket resolution and management when the need arises.

Backup Management:

• Check daily backups are run for all clients.
• Ensure backups are running effectively and record any faults.
• Check and resolve failed backups by taking remedial action – ensure that a ticket is logged as a record.

Third Party Management:

• If necessary, ensure calls are logged with service provider(s) or a related 3rd.
• Ensure that 3rd party reference numbers are recorded in our system for follow up.
• Ensure that updates are requested from the 3rd party on a regular basis.
• Escalate any lack of feedback issues to Team Leaders/SDM.

Event Management:

• Monitor and investigate Alerts received from monitoring tools.
• Ensure that remedial action is taken on alerts where required – ensure that a ticket is logged for such cases.
• Identify and report long term issues to the Team Leaders.

Knowledge Management:

• Submit documents into solutions when new solutions are put into place.
• Submit diagrams into Run Book – online storage in Teams as well as Share Point, when there is a change in environment or new site take on.
• Ensure the password spreadsheet is updated stored to our Share Point.
• Inform team of any Client or product information that is vital and useful by sending out email notifications.
• Ensure knowledge sharing takes place within the team on an ongoing basis as and when required.
• Thrive to remain up to date with new technologies and methodologies by completing on line courses/certifications.

Team Interaction:

• Daily interaction with the Service Operations Team and Team Leaders to assist each other with call resolution.
• Weekly meeting with Service Operations Team Leader to review and drive timely ticket resolution.

Project Support:

• Service Desk: Once acceptance into service (AIS) approved - obtain project brief from Team Leader to ensure knowledge and understanding of new projects being implemented (and associated impact on Service Desk).
• Project delivery support: Where allocated as a ‘task owner’ within a project (via Manage Engine) – lead the delivery of the specific tasks within defined deadlines. 

Telephonic Support:

• Ensure that all telephone calls are answered timeously.
• Ensure that all missed telephone calls are followed up on.
• Identify the caller and establish a good working relationship.
• Assist Client users in a professional manner and as quickly as possible.
• Do no place users on hold for stretched periods of time. Rather give the user a call back for further support.

Time Keeping and Attendance:

• Punctual attendance on a daily basis.
• Good attendance record and timeous notification if unable to attend work.
• Adherence to On Call working arrangements as and when required.

If you are not contacted within two weeks of applying, please consider your application unsuccessful.