Job Description

SUMMARY:
Datacentrix is looking for a 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.POSITION INFO:
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 escalate 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

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