Operations Technical Support Engineer (Western Cape - Plattekloof)

Requirements:

The candidate should ideally have 2-5 years’ experience working in a managed services or similar IT environment and possess a high level of customer service.

Ideally the candidate will have had exposure to a wide range of technology and possess qualifications in CCNP, MCSE, MCSA etc. or associate level certification for VMWare or Citrix.

QUALIFICATIONS:
• Graduate or qualified by experience
• Need to hold the Vendor associated accreditations as appropriate to your area of expertise.

Few responsibilities:
• Event management - monitoring alarms from Spectrum, Proactive Net and other tools, opening incidents in the ticketing system and notifying customers of an event within defined SLAs.
• Contact third party suppliers to log support calls, obtain updates on open support calls or request technical advice.
• Liaise with logistics team to ensure spares are delivered to a customer site where required.
• Liaise with the Maintenance team to ensure required parts are sourced and shipped to a customer site within SLA.
• Manage the “planned maintenance” process, receiving Carrier notifications of downtime and notifying the customer of any impact to service.
• Work closely with resource management to organise engineer to site where required.