Job Spec

Service Desk Engineer – First Line Support

Cape Town, WC , R12000 - R16500 Per Month
Sector: IT / Computers / Software
Posted: Friday, 16 August 2019
Reference: JM07/08/19

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Job Details

A dynamic, vibrant and growing IT company is looking for a Service Desk Engineer to offer First Line Support.

A Service Desk Support Engineer is a Service Operations role which forms part of the Service Desk support structure. This role is a remote support function and is responsible for first call resolution (First, Second and Third Line Support) of Incidents, Requests and Problems, as well as project-related tasks.

A Service Desk Support Engineer is a front-office role, providing fast, friendly and effective customer support within the clients Service Level Agreement (SLA).

• Ensure calls are recorded in the CRM system, accurately documented and categorised
• Ensure that all the incidents / requests are responded to within required SLA
• Provide telephonic / remote support
• Ensure clients are kept up to date regarding their incidents and requests
• Troubleshoot networks, systems, and applications to identify and correct malfunctions and other operational problems
• Maintain a high degree of first time resolution for all support queries and adhere to all service management principles as directed.
• To take ownership of end-user issues and problems and be pro-active when dealing with user issues and help them resolve any hardware or software problems.
• Ensure connectivity of IT systems and the internet.
• To support users remotely as well as onsite as directed.
• Support users in the use of computer equipment by providing necessary training and advice.
• To escalate more complex calls according to the escalation procedure keeping ownership for the duration of the problem.
• Pre-build and setup PCs/ notebooks and systems where required.
• Be responsible for latest security AV as well as all relevant patches.
• Keep an asset register for all company IT hardware/software, telecomm systems and PABX systems.

• Grade 12/ Matric Certificate
• CompTIA A+ or equivalent
• CompTIA N+ or equivalent
• ITIL Foundation
• MCP or equivalent
• 2-3 years practical service delivery experience in the IT industry; as an IT support or desktop support technician.

• ITIL Intermediate
• MCSE, MCSA Windows 10, MCSA 365 or equivalent
• Mimecast
• SolarWinds MSP/ N-Central
• 3-4 years practical service delivery experience in the IT industry; as an IT support or desktop support technician.

• Administrative
• Committed to professional development and growth
• Excellent verbal and written communication skills in English
• Exceptional telephone and email etiquette
• Work well in a team/ be self-sufficient

Skill Requirements

  • ITIL Foundation
  • A
  • N

Company Details

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