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  • Posted: Jan 29, 2025
    Deadline: Not specified
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    Datacentrix is an ICT solutions provider that uses leading solutions to deliver sustainable value to corporate and public sector organisations. We strategically partner with our customers, equipping them with valuable insight and helping them to align their technology undertakings with their business strategy. Our holistic value proposition delivers comple...
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    X6 MCSE Certified First Line Support Engineer

    • Datacentrix is looking for a certified First Line Support Engineers with MCSE certification to be based at our Midrand offices. The First Line Support Engineer will be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements.

    Qualifications/Key Skills / Competencies: 

    • Matric plus MCSE Certificate
    • Vendor Accredited Platform certification is required, Microsoft and Citrix.
    • Previous desktop support experience is an advantage.
    • 2 year previous IT Service Desk experience
    • Excellent data capture and typing skills
    • Must be able to use all Microsoft Office applications.
    • Must show excellent communication, analytical and troubleshooting skills
    • Previous experience with a Service Desk Application
    • Must show a good understanding between Software, Application and Infrastructure components in an IT environment
    • Must understand the concept of an SLA and OLA

    Responsibilities:

    • The First Line Support Engineer is responsible for the capturing of customer requests from varied inbound sources into the company’s Call Management System.
    • Required to ensure that every opportunity that can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined per customer
    • The First Line Support Engineer must analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. Should the problem not be resolved, the First Line Support Engineer must ensure that the request is correctly and efficiently assigned to the correct resolver group.
    • A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault.
    • Attentiveness and excellent communication is required from an Engineer at all times.
    • The First Line Support Engineer must, at all times, understand the sensitive nature of their support offering and must ensure that all tasks and actions are done so with honesty and integrity.
    • The First Line Support Engineers are required to document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.
    • The First Line Support Engineer is the first level of contact for customers, Engineers must therefore be customer-focused and must strive to return the customer to a working state.
    • Ensure the user is issued with a reference number for every incident logged.
    • Responsible for the Hand-over all incidents to the next shift for further resolution.
    • Required to adhere to all Service Desk and Client specific processes
    • Ensure that 98% of all calls are answered within 30seconds
    • Accountable for effective, detailed and accurate request capturing
    • Accountable to confirm customers’ information
    • Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
    • Provide professional and efficient communication between the business and the customer
    • Ensure that the call classification matches the call description
    • Ensure that a detailed activity history is entered into each call
    • When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
    • Adherence to the Call Lifecycle Management Processes and Procedures
    • Log all service requests and incidents received within 15 minutes
    • Provide a professional and efficient communication between the business and the customer
    • Ensure the call classification matches the call description

    go to method of application »

    Senior Server Engineer

    • Datacentrix is looking for a Senior Server Engineer to ensure the stability, integrity, and efficient operation of the in-house or customer information systems that support core organizational functions. The successful candidate will also be responsible for the coordination, installation, configuration, programming, and implementation of releases, upgrades, or changes to multiple system hardware and software architectures (MVS, Microsoft), and the range of products and productivity tools that support the development and production environments within the enterprise.

    Relevant Qualifications and Experience Required:

    • Matric plus Diploma/Degree in Information Technology or Computer Science
    • Azure and Office 365, azure directory services, AWS, VMware, Active Directory, Exchange, Skype, Windows Server, Hyper V, Active Directory GPOs, DNS, Certificate Services, KMS, DFSR, PKI
    • Extensive Hardware troubleshooting on HP, Dell, blades, EVA and 3Par other storage
    • Excellent knowledge of server operating systems
    • Experience in Veeam

    Responsibilities:

    • Design and deploy new applications and enhancements to existing Core applications, software, and operating systems for customers
    • Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems
    • Integrate servers, including e-mail, print, and backup servers and their associated software into enterprise systems
    • Ensure system connectivity of all servers, shared software, Core Technologies, and other applications
    • Create and maintain documentation as it relates to system configuration, mapping, processes, and service records
    • Ensure compatibility and interoperability of in-house computing systems
    • Interact and negotiate with vendors, outsourcers, and contractors to secure system-related products and services
    • Perform routine system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes
    • Create and maintain system documentation for domain technologies, including installation, configuration, and appropriate troubleshooting steps
    • Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation
    • Provide training as required

    Method of Application

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