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SENIOR IT SUPPORT ENGINEER - 308993
Reference:
308993
Date Posted:
2018-09-19
Job Title:
SENIOR IT SUPPORT ENGINEER
Industry:
Information Technology / Web Development / Telecommunications
Type:
Permanent
Wage / Salary:
R - Market Related - P/M (Per Month)
Location:
Springbok, Northern Cape
Country:
South Africa
Closing Date:
2018-11-18
Job Description:
Senior IT Support Engineer
Introduction
Datacentrix is an integrated, service-orientated ICT systems provider that operates across the entire information value chain.
Description
Primary Role Accountabilities:
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 3rd 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 in support of the Service Delivery Manager.
•Confirms Call resolution with end user before resolving of the call on ITSM.
•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-users
