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Support Desk Engineer (Mid Level - Senior)

Support Desk Engineer (Mid Level - Senior)

Job Title: Support Desk Engineer (Mid Level - Senior)
Location: Gauteng
Industry:
Salary: 276000.00
Reference: JN -052017-8473
Job Published: July 21, 2017 08:03

Job Description

What we are looking for
 
A highly motivated Support Desk Engineer to join our business.
 
So, if you are:
 
A rock star Systems Support Engineer with excellent written and verbal skills, fanatical about service and have high levels of energy and drive, then our client wants to hire you!!
 
Role Expectations and Competency Requirements
 
The business requirements are as follows:
 
Technical Requirements
 
  • Ensure that you manage all tickets within the prescribed companies 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, categorising 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 which aids in explaining the issue to clients and provides training for the client for future reference
  • Fulfills the overall objective of resolving client issues in a timely and quality driven manner
  • Respond to and manage our clients platform tickets and notifications immediately
  • Timely customer notification of issues on their respective platform
 
General Requirements
  • Excellent written and verbal skills
  • Maintain and develop own knowledge and skills
  • Ability to share knowledge and contribute to a team
  • Must be able to demonstrate a customer first approach to support
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for trouble shooting and problem solving
  • Capacity to work under pressure
  • Excellent troubleshooting, root cause analysis and permanent problem resolution skills
  • Ability to handle multiple tasks in a fast-paced environment
  • Ability to pay attention to detail and be organized
  • Ability to work independently and in a team environment (same team and cross-functional teams)
  • Ability to work after hours and on weekends (when required)
  • Willingness to do rotational standby shifts
  • Own Transport and valid driver’s license required
 
Minimum Educational Requirements
  • Matric
  • 5 years of solid experience in a helpdesk or technical support environment

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