Senior Level 3 Service Desk Engineer Full Time

Senior Level 3 Service Desk Engineer position available in Cape Town.

Meet customer requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends. Problem ownership with clear, concise customer communication whilst managing expectations. Mentor and support colleagues through knowledge sharing and practical guidance.

Job Responsibilities:

Ensuring our client’s systems and network infrastructure smooth running, ensuring they get maximum benefits from them. Activities may include:

• Answering inbound calls within an agreed answer time (9 seconds)
• Log all customer issues, queries, and requests into the ticket management system.
• Provide Level 3 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
• To action Hardware configurations and software installations.
• Manage and work to internal and customer SLA’s, escalating any concerns.
• Create and maintain customer-specific infrastructure documentation.
• End to end ownership of problem resolution.
• Project management of service to clients from initial identification and documentation of requirements through to delivery.
• Managing client expectations through clear communications.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
• Undertake all other reasonable requests.
• On-call weekend work required on rotation