1st Line Technical Support Engineer at Content+Cloud

Description

We are looking for an experienced 1st Line Support Engineer to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.

The key deliverables of a Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Duties & Responsibilities:

• Telephony:

- answer calls and attempt first call resolution.

- confirm and capture accurate information.

• Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.

• Prioritise and manage several tickets at one time.

• Apply extreme attention to detail

• Maintain data quality and accuracy standards at all times.

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).

• Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.

• Ask targeted questions and apply accurate troubleshooting.

• Contribute fully as an active team member and ensure personal and team objectives are achieved.

• Collaborate with other teams to maintain standards and functionality.

• Maintain a professional relationship with clients and peers,

• Utilise excellent customer service skills and exceed customers’ expectations.

• Report potential client facing risks.

• Report customer feedback and potential product request.

• Maintain personal development plan with line manager.

• Collaborate with other teams to maintain standards and functionality.

• Undertake any other tasks as assigned by management.

• Availability during your shift hours (which may incur shift & desk rotation).

• Troubleshoot, maintain and support a wide range of systems.

• Ensure Service level agreements (“SLA’s”) are met.

Requirements

• Previous experience in a similar role

• Must have experience in supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)

• Hold a formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous but not a deal breaker

• Excellent desktop troubleshooting skills.

• Basic to intermediate server and network identification and troubleshooting skills.

• Take ownership of technical escalation.

• Contribute to and improve internal knowledgebase assets.

• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

• Provide prompt and accurate feedback to clients.

• Direct unresolved issues to senior support service engineer for technical escalation.

Benefits

• Salary dependent on experience

• Role based out of our Century City offices (currently working remotely)

• 40 hours per week (Monday – Friday)

• 20 days’ annual leave

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)

• Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content + Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. Further to this, in accordance with Content + Cloud SA’s Employment Equity plan, preference will be given but not limited to candidates from designated groups. As part of our compliance requirements, we do undertake background checks which, dependent on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.