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Hi,
The company I work for is potentially looking for a 1st line support engineer to join one of our departments - Ive had 1 really successful referral from carbonite so far so willing to try it again.
There is quite a strict vetting process, so I cant really be your go between and I cant provide updates on the application process - and a pre-vetting will take place before we proceed down the application route.
With that aside - here is the job information:
We are looking for an experienced 1st Line Support Engineer to join our Team in Cape Town and provide support to one of our many clients.
The key deliverables of a Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.
Duties & Responsibilities:
- confirm and capture accurate information.
Just wanted to expand on the position a little to give you more context.
I currently work at this company - and I would be putting in a personal referral for you if you would like to apply and you were a good fit.
Medical aid is fully covered by the company after 1 full year of service (discovery medical aid), otherwise the company covers 50% of the fee until your 1 year of service.
Probation is 3 months long.
Retirement is paid for - 3% by the company, and 3% deduction on your salary. (Momentum)
We have a positive attendance benefit, for every 3 months of uninterrupted work, you get given 0.5 days of annual leave (up to 2 full days extra a year.)
We offer 1 free day annual leave for your birthday.
We have loyalty bonuses or work as well (every 5 years you have cumulative rewards.)
Need people before the end of October - so please get in touch with me.
The company I work for is potentially looking for a 1st line support engineer to join one of our departments - Ive had 1 really successful referral from carbonite so far so willing to try it again.
There is quite a strict vetting process, so I cant really be your go between and I cant provide updates on the application process - and a pre-vetting will take place before we proceed down the application route.
With that aside - here is the job information:
We are looking for an experienced 1st Line Support Engineer to join our Team in Cape Town and provide support to one of our many clients.
The key deliverables of a Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.
Duties & Responsibilities:
- Telephony:
- confirm and capture accurate information.
- Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.
- Prioritise and manage several tickets at one time.
- Apply extreme attention to detail
- Maintain data quality and accuracy standards at all times.
- Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
- Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.
- Ask targeted questions and apply accurate troubleshooting.
- Contribute fully as an active team member and ensure personal and team objectives are achieved.
- Collaborate with other teams to maintain standards and functionality.
- Maintain a professional relationship with clients and peers,
- Utilise excellent customer service skills and exceed customers’ expectations.
- Report potential client facing risks.
- Report customer feedback and potential product request.
- Maintain personal development plan with line manager.
- Collaborate with other teams to maintain standards and functionality.
- Undertake any other tasks as assigned by management.
- Availability during your shift hours (which may incur shift & desk rotation).
- Troubleshoot, maintain and support a wide range of systems.
- Ensure Service level agreements (“SLA’s”) are met.
Requirements
- Previous experience in a similar role
- Must have experience in supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)
- Hold a formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous but not a deal breaker
- Excellent desktop troubleshooting skills.
- Basic to intermediate server and network identification and troubleshooting skills.
- Take ownership of technical escalation.
- Contribute to and improve internal knowledgebase assets.
- Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
- Provide prompt and accurate feedback to clients.
- Direct unresolved issues to senior support service engineer for technical escalation.
Benefits
- Salary dependent on experience (Starting from 15K)
- Role based out of our Century City offices (currently working remotely)
- 40 hours per week (Monday – Friday)
- 20 days’ annual leave
- Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
- Continual professional development plans
Just wanted to expand on the position a little to give you more context.
I currently work at this company - and I would be putting in a personal referral for you if you would like to apply and you were a good fit.
Medical aid is fully covered by the company after 1 full year of service (discovery medical aid), otherwise the company covers 50% of the fee until your 1 year of service.
Probation is 3 months long.
Retirement is paid for - 3% by the company, and 3% deduction on your salary. (Momentum)
We have a positive attendance benefit, for every 3 months of uninterrupted work, you get given 0.5 days of annual leave (up to 2 full days extra a year.)
We offer 1 free day annual leave for your birthday.
We have loyalty bonuses or work as well (every 5 years you have cumulative rewards.)
Need people before the end of October - so please get in touch with me.
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