Senior Support Engineer Aggeneys

Datacentrix; Südafrika; Vor Ort; ZAR 450.000 - 650.000; Vollzeit

Zusammenfassung

Datacentrix in Aggeneys, Northern Cape, seeks a Senior Support Engineer to be based on our client site and provide cloud infrastructure, datacenter software and end user computing support. Accommodation will be provided; drivers license and own car are essential.

The role requires AD and GPO experience, 3+ years in End User Computing, and a relevant IT qualification. You will work with a virtual team, assist with incident management, and participate in standby after hours.

Qualifikationen

• 3+ years’ experience delivering End User Computing Support in a customer environment.
• AD and GPO experience (Creating Users and Managing AD).
• Matric / Grade 12 and a Tertiary IT qualification; A+ or N+ / MCSE or equivalent.

Aufgaben

• Provide high level support for user and infrastructure environments, ensuring efficient call management.
• Analyse and prioritise calls based on business impact and urgency.
• Manage escalations to 2nd level and specialist teams within Datacentrix and vendor partners.
• Liaise between users, IT Outsource providers and internal IT processes.
• Assist with incident management and problem resolution to minimise impact.

Kenntnisse

End User Computing Support

Call management

AD and GPO experience

Teamwork

Ausbildung

Matric / Grade 12

Tertiary IT qualification

A+ or N+ / MCSE or equivalent

Jobbeschreibung

Northern Cape, Aggeneys

Datacentrix is looking for a Senior Support Engineer to be based in Aggeneys Northern Cape.

To provide cloud infrastructure, datacenter software and end user computing support The successful candidate will be based on our client site. Accommodation will be provided drivers License and own car essential.

Key Performance Areas

• Provide a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies.
• Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• Manage call escalations to 2nd level and specialist support within Datacentrix as well as customer vendors.
• Must be a team player with the ability to work in and with a virtual team.
• Liaise between users, IT Outsource providers and internal IT processes
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate
• Identify and elevate persistent incidents
• Must be available to provide after-hours Standby support
• Develops and maintains a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirms Call resolution with end user before resolving of the call on Heat.
• Maintains service and quality levels according to of the company’ business standards, processes and procedures.
• Creates and updates documentation related to all Standard Operating Procedures.
• Ability to communicate oral or written feedback and technical information to all levels of end-user

Minimum Qualifications:

• Matric \ Grade 12 (Compulsory)
• Tertiary IT qualification
• A+ or N+ / MCSE or tertiary IT Qualification.At least 3+ years’ experience delivering End User Computing Support Services in a customer environment
• AD and GPO Experience (Creating Users and Managing AD)

For more information please contact:Nondumiso Radebe