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Cape Town: 2nd Line IT Support posted by Mindmatch Consulting

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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.
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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
    • Cisco, Juniper and Extreme Routing and Switching platforms to a L2 level
    • Security platforms including firewall experience
    • L2 Broadband Support including traffic shaping
    • Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems
  • The ability to work to ITIL standards and maintain documentation

Beneficial experience / skills

  • Management of complex networks / infrastructure
  • Knowledge of Network Analytical tools
  • Knowledge of Network Management Tools

The following certifications would be beneficial:

  • A diploma or degree in Information Technology, Computer Science, or a related field.
  • CCNA
  • JNCIA
  • Extreme Switching

Conditions and Benefits

  • We offer a Dynamic and supporting work environment with opportunities for career growth.
  • UK working hours (Day light saving)
  • Competitive salary and benefits package
  • Medical package
  • Opportunities for professional development and certifications.
  • Friendly and inclusive work culture.



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