RSS 3rd Level Support Engineer (2674) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• Grade 12 
• N.D Diploma in I.T or equivalent qualification 
• At least 5 years’ experience in 3rd level I.T support 
• ITIL v3 Foundation 
• MCSE SQL and Oracle 
• Driver’s license Essential 

ADVANTAGEOUS:

• CCNA / CCNP

KEY RESPONSIBILITIES:

Operational

• Provide RSS 3rd Level support (R&D interaction and deep analysis) 
• Investigate all 3rd level related tickets and provide resolution in a timely manner
• Support and suggest improvements plans for all daily operational issues 
• Provide guidance and assistance to RSS operations divisions including monitoring, maintenance and workshop teams 
•  Plan and perform formal testing, regression, system testing and defect closure 
• Support updates of procedures and processes 
• Ensures that all pre-testing and approvals have been executed prior to any change or release 
•  Implement changes and releases and ensure that all associated documentation that is affected has been updated 
• Evaluate & follow up on Key Performance Indicators (KPI). 

Key Service Area

• Reporting
• Release & Testing Management
• Change Management
• Operational Support

Reporting

• Compile 3rd level Incident and Problem ticket report for management 
• Compile investigations report for specific RSS incidents and provide recommendations for resolution and associated plans for implementation and future prevention 
• Compile Ad hoc reports as and when required by the management 
• Analyse and report on system data to proactively indicate system malfunction for contractual obligations 

People Management

• Manage projects together with RSS monitoring, workshop team and RSS maintenance team 
• Build and maintain relations with third parties, 2nd , 3rd & 4th level support.