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1st line cloud support desk engineer

Craps

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There is a questionnaire that needs to be completed and mailed to the recruiting department before COB 25 September 2020. Please PM me if you are interested.

Urgently looking for a first-line Support desk Engineer.
Position Available: Cloud support engineer (Official title)
Number of Positions: 1
Employment type: Permanent
Salary: +-R12000
Perks: Work from home
Starting Date: ASAP
Location: Woodmead
Job Description/Requirements: Discussed in detail below
Company website: www.tarsusondemand.co.za
Closing date for applications: COB 25 September 2020

Purpose for the job:
Tarsus on Demand is changing the local IT Reseller landscape by providing easy to understand Cloud solutions to our partner channel. We have partners/customers with many different business models that involves cloud technology, and support for these customers and partners needs to be of utmost quality and always done professionally in order to compete in a challenging and highly competitive partner channel but end user driven market.

Job Objectives:
The Service Desk Engineer supports customers/partners in a service desk role, handling issues and engaging with partners and their customers with the utmost care and resolve technical issues timeously and professionally.

The Service Desk Engineer is responsible for supporting the Tarsus on Demand partner channel by tickets logged via telephone or email in the Service Desk system for issues/queries with Office 365, CSP, ODIN, VDC and any product added to the Tarsus on Demand product stack.

The Service Desk Engineer needs to escalate issues to vendors or internally when needed and communicate timeously and continually to customers/partners with all relevant information until ticket closure.

Ticket tasks and escalations managed by the Service Desk Engineer when they are unable to resolve a ticket themselves is managed by the Service Desk Engineer to ensure customer/partner satisfaction and resolution of queries/support tickets timeously and professionally. Customers/Partners need to be updated telephonically and via email throughout the process.

Assistance with physical DC related tasks may be required at times, the Service Desk Engineer may be requested to assist if needed.

Maintain effective relations with internal and external stakeholders
  • The Service Desk Engineer ensures they have constant engagement with Service Desk trainees, vendors and Tarsus on Demand internal department staff to maintain the highest level of support and satisfaction for partners and customers at all times.
  • The Service Desk Engineer communicates status updates on tickets to customers/partners throughout the duration a ticket is open via email as well as telephonically, in a professional and efficient manner.
  • The Service Desk Engineer must adhere to SLA requirements on tickets and manage tickets according to the different support levels enjoyed by customers/partners, and make sure all support received by customers/partners is professional and excellent.
Technical requirements
  • The Service Desk Engineer is responsible for supporting partners/customers on products ranging from the Microsoft 365 stack and our portal ODIN/Cloud Blue.
  • The Service Desk Engineer is required to manage and monitor backup solutions for a range of customers on various platforms, including, but not limited to: Veeam, Dropsuite, Acronis and Druva.
  • The Service Desk Engineer must have a basic understanding of virtualization technology as well as cloud technology.
Operational administration
  • The Service Desk Engineer must ensure service desk tickets are updated timeously throughout the day and update tasks and worklogs if additional resources are required.
  • The Service Desk Engineer is responsible for documenting the partner/clients requirements accurately, which outlines the tasks or projects that the customer/partner wishes to undertake during the course of the ticket and making sure a new ticket is logged for each separate issue.
Manage self-development
  • Agree individual development plan bi-annually with the Team Manager, focusing on skills gaps identified in performance discussions.
  • Attend training scheduled according to the development plan, demonstrating skills and knowledge acquired.
  • Ensure that functional knowledge is relevant and continually updated.
  • Use initiative to research relevant information in order to keep abreast with leading practices and new developments in the field.
  • Exhibit a commitment to learning from others within the team.
Work from home requirements:

Computer hardware and software will be provided by company, Applicants must supply their own Internet connectivity
Applicant is responsible for a functional workspace at home

Internet Service Requirements:

Internet access provided by a fibre provider
DSL, satellite and wireless broadband is NOT ideal
Minimum upload speed of 5 MBPS
Minimum download speed of 10 MBPS
(Maintaining an uninterrupted internet connection is a requirement of the Work From Home position. You may be asked to upgrade your existing service or switch providers to meet the job requirements.)

Core Competencies
  • Have a deep understanding of Virtualization and Cloud technologies
  • Have a customer focused mentality and work ethic.
  • Understanding of backup products and technologies.
  • Experience in a service desk environment advantageous.
Personal Attributes
  • Ability to always drive client focused and professional support
  • Be punctual and courteous
  • Strong planning and organising skills
  • Enthusiastically productive
  • Ability to take own initiative
  • Conflict Management
  • Ability to cope with stress
  • Willing to work shifts and light travel
  • Own transport and at least Code B license
  • Expectation management - at all levels of business
  • Able to support partners/customers with issues on any platform, even if help from another resource is required for resolution

Qualifications
  • Minimum education qualification is Grade 12
  • Minimum 2 years in ICT support
  • VMWare VCP certification advantageous
  • Previous cloud/virtualization exposure/experience advantageous
  • Previous backup product(s) exposure/experience advantageous
  • Previous O365/Office experience advantageous
 

lowracer

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Is this by any chance still available?
Why didn't you just directly sent him a message?

You have a 35 itrader, you should have used the messaging system before? Chances are better that a private message would reach him, as he would be notified via email, than replying to the thread, which he would only see only see a notification if he logs in - which last happened on 29 October. (except of course if he explicitly subscribed to the thread, with instant email notification)
 

Craps

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Good morning all. There is another position open for the same spec as above. Please PM me responses so that I get the email as well? Thank you :)

@el_guapo3291 - please note this :)
 

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