Job Description
Summary and purpose of the Job:
Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.
Become an extension of the customers IT team, ensuring the best customer experience, and deliver high levels of expertise.
Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.
Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLAs are met.
Take direction from Senior Engineers as part of a virtual Incident Management team.
Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.
Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.
To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customers systems availability.
Service restoration must be at the forefront of incident resolution to meet contractual SLAs & OLAs.
If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.
Responsibilities:
The extent of your duties will include but are not limited to:
Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
Overseeing remote monitoring escalation tickets
Research and identify solutions to complex software and hardware issues.
Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.
Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Ensuring customer processes and documentation are kept up to date.
Mentor and provide guidance to other team members
Stay current with emerging technologies and industry best practices to continually improve the IT environments.
Experience / skills required
A minimum of 3 years’ experience in an IT Service environment
High level of technical experience gained in a hands-on-role
Excellent verbal & written English
Robust influencing and interpersonal skills with the ability to communicate at all levels
Ability to prioritise and handle multiple assignments at any given time
Be flexible and able to commit the time required to get the job done in line with business needs
Highly organised with excellent time management skills and attention to detail
Desire to learn new products and technologies
Can-do attitude
In depth experience in configuration, troubleshooting and fault finding on – Microsoft Desktop Operating systems
Microsoft 365 / SharePoint / Intune Administration experience
Server Administrative Tools (Active Directory, Group Policy)
Firewalls & Switches
Network Devices
Networking & VPN Systems
Virtualisation Technologies (VMWare / HyperV)
The ability to work to ITIL standards and maintain documentation
Beneficial experience / skills
– Microsoft Azure (Entra ID, Azure Virtual Desktop)
– Veeam Backup
– Remote Desktop Technologies
– MAC Operating Systems
The following certifications would be beneficial:
A diploma or degree in Information Technology, Computer Science, or a related field.
CompTIA A+
Microsoft 365 Certified: Fundamentals (MS-900)
Microsoft Certified: Azure Fundamentals (AZ-900)
Conditions and Benefits
Dynamic and supporting work environment with opportunities for career growth.
48hours per 8-day period. 7am – 7pm and 7pm to 7am. 4 days on with 4 days off
Competitive salary and benefits package
Medical package
Opportunities for professional development and certifications.
Friendly and inclusive work culture
GO APPLY NOW
Safe & secure application process
Explore More Opportunities
Get Similar Job Alerts
Job Seeker Tip
Before the interview, research the company thoroughly and prepare thoughtful questions to ask.
How to Apply
Click “GO APPLY NOW” to visit the company’s application page.
Follow their instructions carefully.
JVR Jobs connects you with employers – we don’t process applications directly.
Latest Job Opportunities
Durban: Mechanical Fitter posted by Phakisa Holdings
Semi-Skilled Maintenance AssistantRegion: KwaZulu Natal - PinetownType: TempDuties and Responsibilities:Responds immediately to machinery and equipment...
View JobNorth West: Financial Controller posted by Craven Cottage CC
Duties: Manage journal entries, invoices, reconciliations and other items to ensure accurate monthly and annual closings.Ensure timely billing of all…
View JobNelspruit: CAMPUS PRINCIPAL – CULINARY (NELSPRUIT) posted by MPRTC Recruitment
Requirements:Postgraduate qualification in Education, Management, or a related field.3–5 years’ senior leadership experience, preferably in an educational...
View JobSouth Africa: Mechanical Design Engineer – Process Technologies posted by MECS Africa
What You'll Be Doing:Designing and optimizing mechanical and structural systems for beneficiation plant equipment.Creating detailed 3D models and...
View JobCenturion: HR Administrator & Training posted by Sig Labour Corporate (Pty) Ltd
MINIMUM REQUIREMENTS:Valid MatricValid Driver’s LicenseOwn transportHave IR / HR experienceComputer Literate (MS Office)Be willing to sleep out and work...
View Job
Browse Employers
Job Alerts