X5 First Line Support Engineer

SUMMARY:
We are looking for a certified MCSE and CCNA First Line Support Engineer to be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements.

POSITION INFO:

Key Skills / Competencies/Qualifications

• The latest Microsoft MCSE qualification is mandatory for this role.
• The latest CCNA qualification is mandatory for this role
• Vendor Accredited Platform certification is required, Microsoft and Citrix.
• 2 years previous IT experience in a networking environment is mandatory for this role
• Previous desktop support experience is an advantage.
• 1 year previous call centre experience is an advantage
• Excellent data capture and typing skills
• Must be able to use all Microsoft Office applications.
• Must show excellent communication, analytical and troubleshooting skills
• Previous experience with a Service Desk Application is an advantage
• Must show a good understanding between Software, Application and Infrastructure components in an IT environment
• Must understand the concept of an SLA and OLA

Definition of Responsibilities:

• The First Line Support Engineer is responsible for the capturing of customer requests from varied inbound sources into the company’s Call Management System.
• Required to ensure that every opportunity that can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined per customer
• The First Line Support Engineer must analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. Should the problem not be resolved, the First Line Support Engineer must ensure that the request is correctly and efficiently assigned to the correct resolver group.
• A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault.
• Attentiveness and excellent communication is required from an Engineer at all times.
• The First Line Support Engineer must, at all times, understand the sensitive nature of their support offering and must ensure that all tasks and actions are done so with honesty and integrity.
• The First Line Support Engineers are required to document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.
• The First Line Support Engineer is the first level of contact for customers, Engineers must therefore be customer-focused and must strive to return the customer to a working state.
• Ensure the user is issued with a reference number for every incident logged.
• Responsible for the Hand-over all incidents to the next shift for further resolution.
• Required to adhere to all Service Desk and Client specific processes
• Ensure that 98% of all calls are answered within 30seconds
• Accountable for effective, detailed and accurate request capturing
• Accountable to confirm customers’ information
• Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
• Provide professional and efficient communication between the business and the customer
• Ensure that the call classification matches the call description
• Ensure that a detailed activity history is entered into each call
• When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
• Adherence to the Call Lifecycle Management Processes and Procedures
• Log all service requests and incidents received within 15 minutes
• Provide a professional and efficient communication between the business and the customer
• Ensure the call classification matches the call description

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