Job Description

• Able to correctly analyses and prioritize calls and requests according to business impact and urgencies as well as financial impact.
• Manage call escalations to 2nd level and specialist support within Datacentrix as well as customer vendors.
• Must be a team player with the ability to work in and with a virtual team.
• Liaise between users, IT Outsource providers and internal IT processes
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate
• Identify and escalate persistent incidents
• Must be available to provide after-hours Standby support (when required)
• Develops and maintains a professional working relationship with the clients and client end-users in support of the Service Delivery Manager.
• Confirms Call resolution with end user before resolving of the call on Heat
• Maintains service and quality levels according to of the company' business standards, processes and procedures.
• Creates and updates documentation related to all Standard Operating Procedures.
• Ability to communicate oral or written feedback and technical information to all levels of end-users device hardening and vulnerability management
• Assist with escalations from 1st line support engineers
• Adherence to process
• Operates within process controls and applies due diligence in following standard operating procedures.

Experience and Qualifications * Matric or Grade 12

• A+ or N+ / MCSE or tertiary IT Qualification.
• At least 5+ years' experience delivering End User Computing Support Services in a customer environment
• AD and GPO Experience (Creating Users and Managing AD)
• Proficient at PC Builds and endpoint installations
• Excellent Communication and Interpersonal skills.
• Must be able to work flexible hours as may be required.
• Must be able to work independently and handle pressurised environments
• Valid driver's license and reliable transport as travelling is a requirement
• Must be punctual, disciplined and dedicated to effectively execute job requirements
• ITIL proficiency an advantage.
• ITIL v2 Foundation preferred
• Extensive experience supporting Active Directory and multi-Vendor hardware platform