Engineer - Johannesburg Verfied

Salary Negotiable Johannesburg, Gauteng Johannesburg, Gauteng more than 14 days ago 29-08-2020 1:06:13 PM
24-10-2020 1:06:13 PM
Description
Monitor Infrastructure:

Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.

Perform necessary checks, apply monitoring tools and respond to alerts.

Identify Problems and Errors:
Identify problems and errors prior to or when they occur.
Log all such incidents in a timely manner with the required level of detail with all the necessary.

Ensure Resolution of Incidents and Requests:

Investigate second line support calls assigned and identify the root cause of incidents and problems.

Ensure the efficient and comprehensive resolution of incidents and requests.

This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members.

Report and escalate issues to 3rd party vendors if necessary.

Take full ownership for managing the incident to resolution within the service level conditions.

Ensure Continuous Feedback:

Provide continuous feedback to clients and affected parties and update all systems and/or portals.

Incident Management:

When required they will take responsibility receiving calls and incidents at the services desk.

Assist in analysing, assigning and escalating the support calls.

Provide telephonic support to clients where required.

Update incidents with progress and resolution details.

Daily checks for an idea of what the resource manages:

SfB Morning Checks
SfB SCOM Dash
SfB SQL Databases
SfB SQL Services
SfB Edge Services
Meeting Web URL's
DialIn Web Url's
Microsoft Teams
Remote Access
Auto Discover
Avaya Trunks
NICE Services
Skype Online Service Health
Active NIC Team RBK
Audio QoS
Call Quality Dash Board
Statistics Manager
Hyper-V LUNs Disk Space
Message Center

Requirements
Skype for Business Certification essential
Microsoft Teams Certification beneficial
At least 3 years experience in a similar role