Support Desk Engineer

Recruiter:

Communicate Recruitment: IT 2

Job Ref:

CER010421/NR

Date posted:

Saturday, June 12, 2021

Location:

Johannesburg, South Africa

Salary:

150 000

SUMMARY:
On the lookout for a rock star Systems Support Engineer with excellent written and verbal skills, fanatical about service, and have high levels of energy and drive

POSITION INFO:

Technical Requirements

Ensure that you manage all tickets within the prescribed SLA’s and customer satisfaction levels
Ability to troubleshoot, diagnose and resolve technical problems (over the phone and via email)
Taking ownership of technical faults and managing them in a logical and methodical manner
Correctly logging incidents and faults, categorizing and prioritising them in line with team processes, and proactively keeping the customer informed of progress
Ensuring all faults are correctly escalated to internal and external teams where required
Basic working understanding of Linux
Working understanding of email technologies
Working understanding of DNS
Excellent customer service skills
The ability to articulate solutions clearly and confidently to end-users
80% of all tickets resolved in less than a day
Quality responses on issues resolved aids in explaining the issue to clients and provide training for the client for future reference
Fulfills the overall objective of resolving client issues in a timely and quality-driven manner
Respond and manage platform tickets and notifications immediately
Timely customer notification of issues on their respective platform

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