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  • Posted: Nov 4, 2021
    Deadline: Not specified
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    Content+Cloud is one of the UK’s leading technology services, solutions and support providers, with a passion for helping ambitious organisations and their people to succeed. We believe in helping to create a world in which organisations grasp all that technology can offer, improving results and the experiences of their people. We work with a wide r...
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    ServiceNow Administrator

    Description

    As a ServiceNow System Administrator, you will be part of a growing DevOps team, working to support the ServiceNow ITSM/ITOM solution that underpins our growth and innovation as a leading Managed Service Provider.

    You will act as first point of contact for all requests and incidents coming to the DevOps team largely from internal resolvers and Content+Cloud business users. You will proactively manage the queue by reviewing new tasks and carrying out initial triage, keeping the requesters updated with progress and overseeing the incident or request through to completion.

    As a junior member of the team, you will be expected to handle no-code/low-code platform configurations, such as group memberships, user permissions updates, and straight-forward customer on-boarding and off-boarding tasks in ServiceNow.

    You will help manage resourcing in the team by building ServiceNow reports and dashboards showing ticket volumes and SLAs met/breached.

    You will be an advocate of ServiceNow and demonstrate a willingness to self-study, to expand your ServiceNow knowledge within your own personal developer instance. You will work as part of a larger team, assigned to a Senior Developer to mentor and train you and you will be hoping to grow your career to a Junior Developer role by achieving relevant ServiceNow badges and certifications.

    Requirements

    • Works under the supervision of a senior platform team member

    • Manages the platform team backlog of incidents and requests

    • Fulfils user admin requests and permissions management

    • Performs data imports and exports where required

    • Builds team reports and dashboards illustrating sprint velocity, incident resolution and request fulfilment trends and metrics

    • Carries out general administration within the platform

    Health and Safety

    To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.

    Benefits

    • Permanent position

    • Salary R25 000 per month

    • 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. As part of our compliance requirements, we do undertake background checks which, dependant 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.

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    Senior 3rd Line Support Engineer

    Description

    The key deliverables of a Senior Technical Specialist are to provide technical escalation for the relevant virtual team’s technology focus, contributing to improving standards and knowledge enhancement of those within the team. This can include escalation tickets; change requests or projects depending on the requirements of any of our customers.

    Job Responsibilities

    • Delivery of high-quality remote support on a range of technical incidents and problems across the Content + Cloud client base

    • Take ownership of tickets escalated and/or complex tickets assigned to you and manage them through to resolution within SLA

    • Collaborate with other teams to maintain standards and functionality

    • Troubleshooting and maintaining a wide range of systems detailed below

    • Ability to handle critical tickets on large in some cases complex client estates

    • Vendor management

    • Clear timeous stakeholder engagement at all levels

    • End to end Change Management

    • Initiate, update, approve and maintain knowledge articles.

    • Involvement in problem management to identify root cause analysis.

    • Comfortable to work with minimal supervision and with team members that are located remotely

    • Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve

    • Accurate time booking against support and project tasks

    • Work closely with team to share knowledge, support, and mentor colleagues as part of a positive workplace

    • Utilise excellent customer service skills and ensure that customer is always kept up to date with progress

    • Report potential client facing risks

    • Previous experience with Malicious Incidents and the remediation steps that may be required

    Requirements

    • Process-focused

    • Excellent technical ability in multiple key areas

    • Able to prioritise under pressure and work to deadlines

    • Flexible, calm, and approachable, ‘can do’ attitude

    • Solid customer relations skills to understand client/client representatives concerns and requirements

    • Willingness to gain relevant qualifications and accreditation's

    • Own (reliable) transportation

    Specific capabilities required

    • Proven technology industry experience providing support at a 3rd Line level or above

    • Excellent written and verbal communication and interpersonal skills 

    • Use initiative and creativity to solve more challenging issues

    • Formal IT qualification (one or more of the below)

      • AZ-104 (Azure administrator)

      • MCSE 2016

      • AZ-300; AZ-301; AZ-400 (nice to have)

    • Experience and knowledge in several of the technologies detailed below:

    • 3rd party Line of Business application troubleshooting E.G Sage

    • Server Infrastructure

      • HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds

    • Azure

      • Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL

    • Backup technologies

      • VEAAM, Azure Backup, Backup Exec, MABS

    • Active Directory

      • DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS

     

    Benefits

    • Job Type: Permanent

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

    • 40 - 45 hours per week

    • Retirement Fund & Medical Aid

    • Death, Funeral and Disability cover

    • 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

    • 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

    Method of Application

    Use the link(s) below to apply on company website.

     

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