Job Description

Qualifications

• Matric / Grade 12 and relevant IT qualification
• 10 + years' experience supporting datacentre software
• Microsoft MCSA 2016 or Equivalent
• Extensive experience supporting Microsoft Exchange 2010 or higher.
• ITIL v2 Foundation
• Extensive experience supporting Active Directory and Hyper V
• Extensive experience supporting multi-Vendor Hardware platforms

Role Description

• Escalation Management:
• Assist with escalations from 1st and 2nd line support engineers.
• Provide 2nd to 3rd line datacentre, network, and security support.
• Where needed, escalate to 3rd line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
• Manage and drive to resolution escalated incidents, problems, and requests.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.
• Problem solving:
• Remediate technical issues identified by audit risk findings and monthly reporting.
• Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.
• Root Cause Analysis and Problem Management
• Provides advanced-level of desk side support for desktop-related technical issues.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
• Service Improvement
• Identify opportunities to innovate, extend and enhance service delivery.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Tracks and monitors service levels and implements action plans to improve.
• Proactive follow-up on escalated issues
• Participate, lead, and initiate various projects to continually improve the customer environment.
• Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.