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Systems Support Engineer

Systems Support Engineer

Job Title: Systems Support Engineer
Contract Type: Permanent
Location: Gauteng
Industry:
Reference: JN -022019-15035
Contact Name: Robin Meyer
Contact Email: robin.meyer@peoplesolved.com
Job Published: February 21, 2019 07:55

Job Description

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 Companies 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
  • 3-5 years of solid experience in a helpdesk or technical support environment

 

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