Firstline Support Engineer X2

SUMMARY:
Datacentrix Cape Town is kooking for Firstline Support Engineers.  The purpose of the role is to provide a single point of contact for customers to obtain support, be this via a customer dedicated service desk or the Datacentrix shared service desks. The First-Line Support Engineer receives and responds to incidents and service requests from the customer / customer end users. He/she assesses the request or incident to determine whether fulfilment / resolution can be achieved first-line and actions where first-line support is possible. The engineer escalates to 2nd or 3rd line support within defined parameters. The First-Line Engineer is the incident owner and manages the end-to-end lifecycle of the ticket until resolution

POSITION INFO:
Critical Requirements - Skills, Experience & Qualifications

• Must have Matric or Grade 12
• A+ and N+ / MCSE
• Tertiary IT qualification
• At least 1 + years’ experience in a First-Line support environment
• Good understanding of the Information Technology industry
• Proven technical ability to perform first-line support to end users within the current IT landscape
• Ability to identify and understand problems, and find suitable solutions
• Conscious of delivering solutions on time
• Ability to clearly articulate problems and solutions with the technical team on escalation

• Professionally respond to and resolve / fulfil all incidents and service requests logged or managed through 2nd and 3rd line support tiers
• Remain courteous, tactful, honest and professional in all communication with other parties
• Regularly update all customers with progress-information and estimated times to completion
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests
• Adhere to and comply with all commitments made
• Remain calm and collected in adverse situations
• Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
• Process support- or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing resolution to the customer in respect of incidents and service requests logged
• Telephonically and remotely identify, diagnose and resolve / fulfil all incidents / requests to the best of his / her capability
• Escalate to other support-entities (colleagues, 2nd and 3rd tier support, other service providers) where personal resolution is unachievable
• Monitor time spent on remote incident / request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations
• Retain ownership of support-call and diligently manage to resolution