First Line Support Engineer - Cape Town at Datacentrix

Datacentrix Cape Town is looking for Firstline Support Engineers 
The purpose of the role is to provide a single point of contact for customers to obtain support, be this via a customer dedicated service desk or the Datacentrix shared service desks. The First-Line Support Engineer receives and responds to incidents and service requests from the customer / customer end users. He/she assesses the request or incident to determine whether fulfilment / resolution can be achieved first-line and actions where first-line support is possible. The engineer escalates to 2nd or 3rd line support within defined parameters. The First-Line Engineer is the incident owner and manages the end-to end lifecycle of the ticket until resolution. 

Critical Requirements - Skills, Experience & Qualifications

• Must have Matric or Grade 12
•  A+ and N+ / MCSE
•  Tertiary IT qualification
•  At least 1 + years’ experience in a First-Line support environment
•  Good understanding of the Information Technology industry
•  Proven technical ability to perform first-line support to end users within the current IT landscape
•  Ability to identify and understand problems, and find suitable solutions
•  Conscious of delivering solutions on time
• Ability to clearly articulate problems and solutions with the technical team on escalation

Primary Role Accountabilities:

• Professionally respond to and resolve / fulfil all incidents and service requests logged or managed
• through 2nd and 3rd line support tiers
•  Remain courteous, tactful, honest and professional in all communication with other parties
•  Regularly update all customers with progress-information and estimated times to completion
•  Regularly follow-up on outstanding queries with other entities who are involved with specific
• requests
•  Adhere to and comply with all commitments made
•  Remain calm and collected in adverse situations
•  Be alert to deteriorating customer-service within the environment and intervene directly or by
• escalation.
•  Process support- or information-requests from various sources (phone, email, logging-system
• integration, etc.) for the purpose of providing resolution to the customer in respect of incidents and
• service requests logged
•  Telephonically and remotely identify, diagnose and resolve / fulfil all incidents / requests to the
• best of his / her capability
•  Escalate to other support-entities (colleagues, 2
• nd and 3rd tier support, other service providers)
• where personal resolution is unachievable
•  Monitor time spent on remote incident / request-resolution to ensure resolutions (own or other
• entity) are achieved within contractual service-level obligations
•  Retain ownership of support-call and diligently manage to resolution
•  Verify whether current requests are repeat-requests. If necessary apply different solutions and/or
• escalate to other support-entities to ensure that further repeats are minimised or eliminated.
• Ensures that a Problem Ticket is logged in the event of repeated incidents and attached all related
• incidents to the Problem ticket.
•  Recognise and alert the team leader or Manager of trends in customer calls
•  Perform research and continued effort towards education for the purpose of improving knowledgeand experience-levels in the products/systems supported by the company
•  Before creating a new incident, support- or information-request record verify that the same
• request is not captured already.
•  Create the initial record for & accurately capture any reported incident, service request- or
• information-request in the call-logging system
•  Ensure that all auxiliary fields in the call-logging system are completed accurately and updated as
• further information becomes available (e.g. call-source, contact-details, CI-selection, callcategories, severities, etc.)
•  Accurately capture all information pertaining to resolution-attempts in the journals/activity history
•  Escalate observations where the call-logging system is incorrect or incomplete in order to further
• improve accuracy of records