Our client is a renounced and leading Managed Service Provide with wide variety of clients from Enterprise to SME space in various sectors such as government, private corporations.
Role:
The Support Engineer resides within the Managed Services Team and is responsible for resolving all level 2 incidents and service requests in line with company procedures.
The position also involves the following:
o Telephone support & providing first call resolution where possible
o Participating in a rotating roster (7am-6pm)
o Participating in a rotating on call roster (after hours)
o Logging tickets and escalating to the appropriate team
o Internal support and project assistance
Key Accountabilities
o Prompt ticket management (SLA adherence of minimum 98%, 70% first call resolution)
o Telephone Support (Available Minimum 90%)
o Innovation to improve Customer experience (Contributing to a minimum of 3 KB articles)
Key Result Area
Resolution of Level 2 incidents and service requests
Skills
o A strong client focus with excellent customer service skills
o Excellent communication skills, both verbal and written
o Good analytical and problem solving skills
o Excellent prioritisation and time management skills
o Ability to articulate technical information in a user-friendly manner
Technical Skills
Server infrastructure including:
Troubleshooting and administering Office365:
Virtualisation:
Knowledge of Networking Fundamentals:
Required Qualifications
Experience
What is on offer:
How to apply:
Other titles for this role in other organisation might be: IT Support Analyst, Service Desk Analyst, Senior Service Desk Analyst, IT Analyst, IT support, Junior IT Administrators, Support Engineers, IT Helpdesk Consultant, L2 Support, Support Analyst
Appetency Recruitment Services @ 03 8560 3750
