Service Desk Engineer at Nexio

ROLE PURPOSE 

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africa’s transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey 

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career. 

 At Nexio, we have identified five major reasons why our people want to work for us: 

• They get rewarded for their efforts 
• They have opportunity to work with high energy team  
• They form part of the Vodacom/Vodafone Group  
• There are opportunities to grow their careers 
• They build trust and Lead with a competitive culture 

To provide high-level, high-quality assurance role to our corporate clients, in the Managed Services Operations Centre (MSOC). 

A service Desk Engineer is responsible for remote support and ensuring the request is resolved within the agreed SLA as well as ensuring customer satisfaction. A Service Desk Engineer should also be highly skilled and equipped in resolving all escalated queries.

ROLE REQUIREMENT 

• To provide a high-level, high-quality service assurance role to our corporate clients, in the Customer Services Operations Centre   
• Understanding of IP/GSM/Telecommunications/ICT Industry 
• MPLS 
• SDWAN  
• Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN 
• Reporting of all incidents to relevant parties 
• Liaising with Client on all technical related events and fault resolutions 
• Fault Management update on ITSM 
• Client update and follow up until incident closure: Complete understanding of relevant service management ITIL practices. 
• Cross collaboration with all levels within the Organization 
• Responsible for Incident resolution 
• Service request management 
• Fault diagnosis / Troubleshooting 
• Monitoring 
• Vendor management 
• Provide Service desk 1st line support to clients

COMPETENCIES

• Focus on first call resolution  
• Perform daily health checks in the environment to assure all systems are fully functional.   
• Identify and learn appropriate software used and supported by the organisation.   
• Take ownership and responsibility of an issue from start through to a successfully resolution.   
• Regularly update and attend to all customer queries.  
• Perform post resolution follow ups to help resolve queries. 

QUALIFICATIONS & EXPERIENCE 

• CCNA 
• At least 3-5 years’ experience of which 2 years must be within a networking environment with 1 year with of service provider focus. 

OR  

• Grade 12 and with valid CISCO Certifications