Role Purpose

The IT Customer Support Engineer is responsible for timeously addressing escalated and high priority tickets assigned to a high quality standard.

Key Focus Areas

Team Play

• Proactively shares knowledge within the team
• Supports fellow team members to ensure the team succeeds collectively

Service Delivery

• Progressing requests assigned to you timeously and in line with internal Service Delivery Processes.
• Complete and resolve requests while ensuring a positive customer experience within agreed Service Level Objectives (SLO) through:
• Maintaining technical and security standards of customers’ IT infrastructure in line with best practise as well as internal standards and procedures.
• Ensuring proactive, concise and professional communication to keep the stakeholder (internal and external) updated on progress, actions taken, next steps and expectations
• Ensure punctual commencement of remote and onsite scheduled engagements
• Maintain internal technical and procedural documentation standards

Qualifications and Experience

• MCSE/MCSA (Minimum 2012)
• Minimum 5 years’ experience in IT Customer Service environment
• Minimum 5 years’ Infrastructure experience in an IT services company
• Technologies:
  • Advanced DC facilities
  • Advanced Networking experience
  • Advanced Microsoft Server infrastructure experience
  • Advanced Exchange and Office 365 experience
  • Advanced experience with Server Backup technologies
  • Advanced experience working with Infrastructure management tools
• Other:
  • Own transport and valid Driver’s license
  • Ability to work after hours
  • Ability to work stand by