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IT TECHNICIAN (LEVEL 2 ) - 361669
IT TECHNICIAN (LEVEL 2 )
Information Technology / Web Development / Telecommunications
Wage / Salary:
R - Market Related - P/M (Per Month)
Cape Town, Western Cape
Duties & Responsibilities
Proactively monitors the work queues.
Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
Update tickets with resolution tasks performed
Identify, Investigate, analyse issues and errors prior to or when they occur and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
Provide second level support to all incidents, requests and identify the root cause of incidents and problems
Communicate with other teams and clients for extending support
Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Follow the shift hand over process highlighting any key tickets to be focussed along with a handover of upcoming critical tasks to be carried out in the next shift
Escalate all tickets to seek right focus, if needed continue the escalations to management
Work with automation teams for effort optimization and automating routine tasks
Coach Service Desk and L1 teams for technical and behavioural skills
Establish monitoring for client infrastructure
Identify problems and errors before they impact a client’s service
Lead and manages all initial client escalation for operational issues.
Contribute to the change management process by logging all change requests with complete details for standard and nonstandard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
Plan and execute approved maintenance activities
Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort
Desired Experience & Qualification
Moderate years of relevant managed services experience
Moderate level knowledge in ticketing tools preferably Service Now
At least one mid-Level certification relevant to CoE - Ex – CCNP for networks, MSCE for Windows Server Data Center CoE (Add MCS and MCSfM certs in this section)
Package & Remuneration