IT Support Engineer - Sandton Johannesburg

• Matric, IT Diploma
• South African Citizens only need apply
  • 2-3 Years experience in a similar role within a pressurised time sensitive environment

Skills And Knowledge:

ü  Understanding of IT infrastructure components and integration.

ü  Understanding of technologies such as office 365, Active Directory, Exchange, Skype, Windows Server And Client OS, DNS, Mobile Operating Systems, Etc.

ü  Proficiency in English language.

ü  Soft skills: strong analytical abilities; problem solver; customer awareness; flexibility.

ü  Insight in the client’s business and delivery models.

ü  Proven ability to remain flexible within a changing environment

ü  Able to meet and exceed deadlines; customer service orientated – solutions based thinking & skillset

Duties:

• Responsible for monitoring all operational team queues in client ITSM tools.
• Responsible for working cases assigned to all operational team queues in client ITSM tools.
• Responsible for monitoring and analysing Office365 environments and services for clients to ensure the higheststandard of customer service in accordance with the client’s values and contractual agreements.

• Collaborate with teams involved in support processes to ensure end-to-end delivery of services.
• Report issues and concerns to operational or account management as appropriate.
• Identify efficiencies and articulate the recommendations for adoption and implementation.
• Ensure that Client specific policies, practices and procedures are always adhered to.
• Work with a continuous learning and development mindset.
• Research best practices in the industry.
• Submit ideas on improving existing processes, improving the team’s knowledge and performance.
• Contributing to a team environment by actively sharing knowledge, expertise, and best practices across the team.
• Participating as a team member to achieve established maintenance objectives (assuring quality, procedures,and related work instructions).

• Support team members in case of problems or escalation.
• Works in close contact with the Technical Team Leader to ensure schedule adherence, case quality and SLAstandards as well as assigned tasks completion.

• Participates as a team member to achieve established objectives, by
• Working in accordance with the client’s quality standards, procedures, and work instructions
• Reporting on progress, issues, and problems to line manager.
• Giving suggestions to optimize service offered and work processes.

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