You will have at least 5 years of hands-on technical experience including business/customer- facing work on a daily basis. End users will recognise you as someone who is dedicated, responsive, and always able to explain technical concepts and issues at a level that matches their understanding. you will have excellent technical knowledge and have the ability to manage a small team of 1st and 2nd line engineers.
This is an exciting role to join our existing team in Cape Town to deliver proactive IT support services to our UK based customers. Our Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problems. Your roles will include but not limited to :
- You will provide efficient technical assistance for incoming queries and issues originating from the service desk as well as phone calls
- You will respond to user requests and keep the customer updated throughout the service request’s life cycle
- Resolve clients’ request and be consistently positive in your approach
- Manage and delegate service tickets to the team as a whole
- Monitor, Manage and Mentor the Service desk team providing assistance and training where necessary
- ensure the service desk engineers meet their objectives.
- Attend customer facing meeting providing technical assistance and service desk reporting
- Monitor incoming requests and respond based on priority
- Escalate tickets to UK 2nd or 3rd Line team where appropriate
- Monitor customer systems and respond to alerts before it impacts our customers
- Actively partake in client projects working with the infrastructure team in delivering solutions in a timely fashion and in budget.
You will be a principal point of contact for our customers and you will have a strong understanding and have a broad background and experience in:
- Helpdesk and incident management
- Using a ticketing system, escalation of tickets to 2nd / 3rd line team that can’t be resolved within the SLA
- Assisting and working with colleagues to resolve all support tickets
- Managing own workload, prioritising and responding proactively to IT tickets
- Have excellent time management skills to prioritise workloads.
- Participating in team meetings, providing input and suggestions
- Any other duties as required in order to undertake your role effectively
The Candidate
You must have the ability to demonstrate excellent communication and customer facing skills, be well presented and have the ability to deal with problems and technical issues in a pressurised and time-sensitive environment. You will also be able to demonstrate leadership skills in managing a small team of service desk engineers.
You will be someone who thrives in an environment where timely resolutions are of paramount importance, SLAs are to be adhered to. Teamwork is key to being successful in this role and customer satisfaction is of utmost importance.
You will be an integral part of the IT team reporting to the Technical and Managing Director.
This is a permeant position to commence in ASAP with interviews taking place immediately. Please apply ASAP providing your CV and stating your experience.
Preferred Qualifications:
- Technical qualification (e.g. Microsoft Certified Professional – MCSE, MCSA, MCITP)
- A+ or N+
- Matric Education
Essential Technical Skills:
- Experience with troubleshooting networks – LAN and wireless networks, firewalls, DHCP, DNS and TCP/IP
- Azure Cloud Environment
- O365 administration
- Cyber security
- Troubleshooting Microsoft Server, Desktops and Laptops.
- Experience with Mac Operating Systems will be an advantage.
- Experience with Office 365, Active Directory and Microsoft Exchange
- Previous exposure to VoIP systems and client-side troubleshooting
- Experience with a support ticketing system and meeting SLA targets
- Good knowledge of PC hardware & software configuration and troubleshooting
- Managing helpdesk team and mentoring and assisting in growth potential
Additional Skills:
- Excellent written and verbal communication skills with the ability to explain complex topics in easily understood, concise language [English]
- Ability to pay attention to detail and document work carried out.
- Ambition, eagerness to learn and improve
- Self-motivated, ability to prioritise, work on your own as well as be a great team player
- Experience working with Change Control and keeping customer documentation updated
Desirable skills:
- Experience with a RMM product like ConnectWise or Kaseya
- Citrix XenApp or Microsoft Remote Desktop Services
If you apply for this position you must be fluent in English both spoken and written.
- Working hours will be 40 hours a week during standard business hours (Monday – Friday, 8:30 am – 5:00 pm UK time)
- Package R 25,000 – R 28,000 depending on experience
- 15 days’ annual leave
- You will work according to the UK bank holiday calendar, which does not always coincide with South African holidays
- Opportunity to be a part of a bigger group of experienced Support Engineers, for you to grow and develop your skills and experience
- Working for an established UK based employer with predominantly UK based clients
Benefits:
- Discretionary Bonus scheme
- On-site parking
Job Type: Full-time
Pay: R25 000,00 - R28 000,00 per month
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Education:
Language:
Application Deadline: 2024/08/23
