Desktop Support Engineer - Cape Town at Datacentrix

Datacentrix Cape Town is looking for a Field Service Engineer with end-user and telepresence support experience. You must have your own transport and Drivers License essential. Provide a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies to various Datacentrix clients.  Must be available to start immediately.

Critical Requirements - Skills, Experience & Qualifications

• Matric
• A+ or N+ / MCSE (essential) 
• 3+ years’ experience delivering End User Computing Support Services in a customer environment
• AD and GPO Experience (Creating Users and Managing AD)
• Proficient at PC Builds and endpoint installations
• Excellent Communication and Interpersonal skills.
• Must be able to work flexible hours as may be required.
• Must be able to work independently.

Primary Role Accountabilities:

• 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.
• Confirm 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