ENVIRONMENT:
A dynamic Cape Town based IT company providing systems development, consulting and project management require a Desktop Support / Helpdesk (Level 1) person to join their team. A valid drivers and reliable vehicle is required as the suitable candidate will be required to visit clients.
DUTIES:
Resolve all calls escalated to 2nd level by internal / external key relationships -
- Responsible for all calls that 1st level support cannot resolve.
- Includes incident and change management (new sales) calls.
- Resolve within SLA.
- Follow up with customer.
- Update system in real time.
- Resolve issues relating to monitoring and system alerts – include in ALL.
- Assign to 2nd level support if cannot resolve.
- Use and update the knowledge base of the system.
Support to internal key relationships -
- Follow up with assignees, customers, and 3rd party.
- Follow up on system monitoring alerts – Nagios – 24/7 based on impact to customers business (SLA).
- Create relevant notes associated with the logged call.
- Update knowledge base.
Proactive approach to selling solutions to customers -
- Awareness of customer configuration.
- Listen to needs and identify opportunities.
- Sell in appropriate service or product.
- Utilise sales template provided.
- Be accountable for many hours of billing to cover this positions costs.
Relieve 1st level support when required -
- React to incoming calls by answering the phones when 1st level is unavailable.
- Monitor queue for new emails received and monitor inbox emails.
- Monitor alerting systems and follow escalation procedure.
- Log calls.
- Update the system in real time.
- Accountable for the follow up and quality closure.
- Actively monitor the incident and change requests for warnings and breaches.
- Get an ETA from the Assignee and add a note describing the reason for breach.
- Create relevant notes associated with the logged call.
REQUIREMENTS:
-
Relevant Courses which enable the individual to complete their work.
-
Working knowledge of all the skills below are preferable but not essential:
-
Windows
-
Windows Server and Desktop
-
Active Directory
-
File Services
-
SUS Services
-
MS Exchange [Phone Number Removed];
-
MS SQL Server
-
IIS
-
IAS Server
-
ISA Server
Networking / Security -
- TCP/IP
- Routing and Switching
- Basic understanding of Common Application Protocols, namely, SMTP, HTTP, POP3 etc.
- Ability to trouble shoot using packet sniffer.
- Understanding of wireless networks with 802.1x.
- Authentication
Hardware -
- Basic understanding of latest server technology.
- Understanding of Raid levels.
- Understanding of software and hardware Raid.
- Trouble shooting hardware problems.
Desired Skills:
- Desktop
- Support
- Helpdesk
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