Purpose:
To make our clients love us by providing exceptional IT support services and guidance ensuring that our clients can maintain enhanced levels of efficiency and productivity.
Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. You will aim to exceed the client’s expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the client’s end-users.
An excellent Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients
The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.
Duties and Responsibilities:
- Represent the Reflex brand, always remembering you are the first point of contact and the face of the company
- Deliver exceptional service to internal and external clients
- Respond to clients within SLA
- Capture all details as accurately as possible in our ITSM Platform, providing complete resolution descriptions. Ensure that Incidents are classified, categorized and prioritized correctly and appropriate to effectively address urgency and impact.
- Analyze issues and develop resolutions in a timely fashion
- Provide support to clients on all supported applications.
- Provide regular updates to clients with regards to incident updates
- Ensure that issues are resolved in line with Reflex’s processes and policies.
- Escalate any ongoing, unresolved, or business critical problems to your Team Leader or BU Manager in a timely fashion.
- Track and manage your work record via regular time and ticket/ task time entries
- Provide guidance and training to client personnel, empowering the users to help themselves
- Create/ update Knowledge Base articles / technical notes as solutions are identified or articles found to not be current.
- Supervise all 3rd party product installations and/or the related repair and maintenance activities when required remotely.
- Identify and suggest possible improvements on procedures or systems to your Team Leader.
- Keep abreast of modern technologies as well as Reflex Standard Operating Procedures (SOP).
- Ensure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.
Minimum Requirements
- Matic / Grade 12
- Certifications:
- Official CompTIA A+ and/or N+
- Official Microsoft Certified IT Professional
- Official CCNA / HCIA (Advantage)
- ITIL certification (Advantage)
- Minimum 2 years’ experience in a support position
- Tech savvy with working knowledge of office automation products and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficient in English
- Excellent written and verbal communication skills
- Client-oriented and cool-tempered
- Valid Drivers’ License and own reliable transport (advantage)
