At Nexio, we enable our clients to modernise their environments and adopt new technologies. We help them to solve their legacy problems and pave the way for their future digital success.
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ROLE PURPOSE
The Data and Configuration Analyst is responsible for providing administrative and technical incite for the IT team’s applications and systems. The role also requires the resolution and input of all user administration access to systems and permissions of such, all of which must be completed within an agreed timeframe. In addition, the analyst must be an effective communicator and be able to communicate at all levels.
ROLE REQUIREMENTS
- Data mining and filtering of raw user management data
- Perform administrative tasks and technical advice for the relevant software applications within the IT area
- Engage with all parties on systems and user permissions
- Audit all personal user administration
- Assist high level specialist with decommissioning and listed servers * audit purposes
- Assist with planning of operations related systems layout and architectures in order to meet current project deliverables.
- Investigation of any configuration related anomalies. Taking corrective actions as per case by case , provide investigation and escalation to high level specialist
- Assisting with implementation of minor changes where the risk and impact is low
- Interact with vendors when required
- Completing/contribution to reporting when required
- Completing/contributing to service or process documentation when required
- Execute verification control
QUALIFICATIONS & EXPERIENCE
- ITIL v4 Foundation Certification or an overview or understanding thereof
- 5-10 years’ experience in multi-disciplined IT environment
- Must be familiar with Service management issues and practices
- Experience in using structured methodologies for the analysis, design, implementation and evaluation purposes
- Experience with EIT software applications
- Exposure to ITSM (Remedy, Service Now) tools will be advantageous
- Exposure to Asset and Configuration Management will be advantageous
- Exposure to BO reporting and or report writing skills will be advantageous
- Basic/intermediate network knowledge and experience
- Exposure to Infrastructure Change management will be advantageous
- Exposure and understanding of BMC / Discovery tools *outputs will be advantageous
- Understanding of basic SQL
- Power BI – essential.
- Advanced Excel
LEADERSHIP COMPETENCY REQUIREMENTS
- Ability to think and interact logically
- A natural curiosity
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skills
- Good communication skills
- Behavioral traits such as attitude, motivation and time management
go to method of application »
ROLE PURPOSE
The Field Services Engineer L2 (is the first point of contact for Vodacom\Nexio users and customers in request of support via Telephone/email or Automation. While providing the highest customer service, the engineer answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customers request in a timely fashion.
The engineer provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The engineer will also play a key role in escalating unresolved customer problems, to a Level 3 engineer if it cannot be resolved.
ROLE REQUIREMENT
- The logging of all requests via telephone and email accurately into the Remedy System
- Manage end to end all calls logged and providing updates to keep customers
- Include all troubleshooting notes in logged request or incident.
- Provide first line support on all customer facing challenges and try and resolve on first
- Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
- Identify trends by monitoring and analysing incoming calls, problems and support
- Use the required dashboards or views to track and escalate issues seamlessly
- Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
- Escalation and management of calls to agreed SLA’s
- Avoid requests from breaching target to meet client’s
- Manage all Pending UNA requests.
- Applying pre-build images to standard devices
- Ensure the device is correctly prepared before deployment
- Set up user profiles
- Connecting devices to the network
- Troubleshoot and repair technical desktop issues On-site or remote connection
- Support for mobile devices (Ipads, Tablets, android devices etc…)
- Security Compliance for assets
- Executive support ((Dealing with executive requests)
- Asset Management/ reverse logistics (Asset transfers and keeping the store in order)
- Asset scrapping
Additional Information:
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skills
- Good communication skills
- Behavioral traits such as attitude, motivation and time management
- Required to work shifts (24 x 7 x 365)
- Be prepared to perform standby duties and work irregular hours if required
JOB SPECIFIC REQUIREMENTS
- Resolve as much calls on first call resolution
- Perform daily health checks in the environment to assure all systems are fully
- Identify and learn appropriate software used and supported by the organisation.
- Escalate queries beyond the scope to L3 support
- Regularly update and attend to all customer UNA queries and follow UNA process.
QUALIFICATIONS & EXPERIENCE
- Matric/Grade12
- Excellent language command: English/Afrikaans
- Good understanding of basic IT operations (essential)
- Experience in Remedy Service Desk (advantageous)
- A+ and N+ certified
- Excellent attendance and punctuality are required
LEADERSHIP COMPETENCY REQUIREMENT
- Listening Skills
- The Ability to set and execute the vision of the company
- People Skills
- Strategic Thinking
- Exceptional team management
- Excellent verbal and written communication.
go to method of application »
ROLE PURPOSE
- Responsible for the 2nd line Linux system administration support at customer site.
- Administer the Linux environment, deliver new infrastructure in support of initiatives, projects,
- monitoring and optimization of implemented systems.
- To provide technical support services such as daily administration tasks, planning, installation,
- modification and maintenance to the client in alignment with Nexio’s standards.
- Operates closely with customer to determine requirements and resolve problems.
ROLE REQUIREMENT
- Proactively provide technical guidance and mentoring to junior staff.
- Contribute to continuous improvement and the adoption of best practices.
- Assist team members with OS Security Hardening.
- Resolve Service Affecting Incidents & RCA’s to completion.
- Monitoring and improving the efficiency of support services
TECHNICAL COMPENTENCIES REQUIRED
- Experience as an Intermediate Linux Engineer. (Essential)
- ITIL Foundation Level. (Advantageous)
- High level of IT knowledge and experience. (Essential)
- Comprehensive experience in Excel and other related Microsoft Office products.
- Comprehensive experience in an incident/problem/change environment. (Essential)
QUALIFICATIONS & EXPERIENCE
- Grade 12 with Mathematics & Science (Preferred)
- Tertiary Education in the ICT industry (Preferred)
- Tertiary qualification in IT technical field (Essential)
- ITIL Foundation certified (Advantageous)
- RHCSA / RHCE or similar qualification in Unix/Linux environment (Preferred)
- Bachelor's degree in computer science, information systems or a related study.( Advantageous)
- Candidate should have a minimum of 5 years of experience in ICT, with at least 3 years in Linux
- System administration (Required). Experience in administering enterprise-scale Unix/Linux environments.
- Candidate should have in depth experience in hardware, system software, storage and networking.
- Advanced shell scripting experience (Advantageous)
- Red Hat Satellite exposure (Advantageous)
- Vulnerability and Patch Management (Essential)
- Automation experience (Advantageous)
- AWS Cloud experience (Advantageous)
- Backup and recovery experience (Required)
- Working knowledge of BMC Remedy (Advantageous)
go to method of application »
ROLE PURPOSE
The Service Desk Agent L1 is the first point of contact for Vodacom\Nexio users and customers in request of support via Telephone/email or Automation.
While providing the highest customer service, the service desk agent answers incoming calls, tracks all information on the Remedy system along with their expertise to resolve the customers request in a timely fashion.
The Service desk agent provides desktop support, such as password or account related queries, Outlook, VPN, APN (3G), monitoring and tracking of all systems. The Service desk agent will also play a key role in escalating unresolved customer problems, to a Level 2 or 3 engineer if it cannot be resolved at first line support.
ROLE REQUIREMENT
- The logging of all requests via telephone and email accurately into the Remedy System
- Manage end to end all calls logged and providing updates to keep customers informed.
- Include all troubleshooting notes in logged request or incident.
- Provide first line support on all customer facing challenges and try and resolve on first call.
- Gathering information through analytical trouble shooting or problem research to route the customers query to the correct resolver team or apply an appropriate resolution.
- Identify trends by monitoring and analysing incoming calls, problems and support requests.
- Use the required dashboards or views to track and escalate issues seamlessly
- Compile daily health checks within the environment to highlight any challenges or forthcoming attractions.
- Escalation and management of calls to agreed SLA’s
- Avoid requests from breaching target to meet client’s satisfaction.
- Manage all Pending UNA requests.
Additional Information:
- The ability to work in a team and to be proactive around self-learning
- The ability to work under pressure and to tight deadlines
- Willingness to assist with additional tasks given to the team
- Interpersonal skills
- Good judgment skills
- Good communication skills
- Behavioural traits such as attitude, motivation and time management
- Required to work shifts (24 x 7 x 365)
- Be prepared to perform standby duties and work irregular hours if required
JOB SPECIFIC REQUIREMENTS
- Resolve as much calls 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.
- Escalate queries beyond the scope to L2 or L3 support
- Regularly update and attend to all customer UNA queries and follow UNA process.
QUALIFICATIONS & EXPERIENCE
- Matric/Grade12
- At least 1-year previous call center experience (advantageous)
- Excellent language command: English/Afrikaans
- Good understanding of basic IT operations (essential)
- Experience in Remedy Service Desk (advantageous)
- A+ and N+ certified
- Excellent attendance and punctuality are required
LEADERSHIP & COMPETENCY REQUIREMENTS
- Listening Skills
- The Ability to set and execute the vision of the company
- People Skills
- Strategic Thinking
- Exceptional team management skills.
- Exceptional team management skills.
- Excellent verbal and written communication.
Method of Application
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