Job Description:
This is a superb opportunity to join a fast-growing SME, Global IT services provider expanding to Cape Town Central. The company is growing and can offer an excellent opportunity for candidates that are looking for a role that will expand their IT skills, whilst offering training opportunities and support from a great team.
We provide commercial 24×7 triage, 1st and 2nd line technical support on company and client systems, and on 3rd party vendor products.
Clients are a range of IT vendors and resellers, for whom we provide “in-sourced” skills & services.
The role is to provide first and some second-line support. Work is handled principally by phone, remote sessions, and email with occasional site visits according to experience and skills.
In addition, part of the role includes working in an Incident Management Role, where we assist our customer with managing their P1/P2 process. This work involves creating a team’s bridge, engaging appropriate business and technical resources, sending regular updates to stakeholders and managing the call to completion.
The focus of the support work is on client systems, connectivity, security, and managed service contracts (full disk encryption products, firewalls, email filtering, web security, endpoint detection and response products, authentication, enterprise mobility solutions, incident management & monitored systems).
It is essential that you can work under pressure and possess excellent customer service and communication skills, as well as a logical and methodical approach to troubleshooting.
Key Responsibilities:
- Provide triage, first-line support, and escalate helpdesk tickets for end customers, while adhering to specific SLAs.
- To provide incident management & stakeholder-facing communication for customers as required (with the expectation of leading a multi-manned P1 Bridge Line).
- Proactively manage and monitor ticket queues, ensuring compliance with customer SLAs.
- Ensure all case-related documentation is clear, concise, and consistently updated in the helpdesk ticketing system.
- To handle monitoring alerts following defined KB processes.
- Continuously update end customers on the status of their issues.
- Participate in customer calls and keep them informed of any escalations or issues.
- Assist with basic building security and management when starting or finishing outside of core business hours.
Qualifications/Skills Required:
The ideal candidate should have a minimum of 3 years’ experience of technical support and some of the computing technologies as set out below.
We are also interested to take on people without formal experience if they can demonstrate an aptitude and a passion for technology.
- A strong knowledge of Microsoft operating systems.
- A passion for IT and helping users, with a constant desire to learn and expand your expertise, is essential.
- The ability to work under pressure while multitasking is important.
- Excellent customer service and communication skills, along with a logical and methodical approach to troubleshooting.
- Flexibility in your work attitude, a willingness to contribute, and self-motivation for personal development and training are key.
- Strong analytical and problem-solving skills, with the ability to learn quickly and apply knowledge across different areas, are required.
- Enjoys working with customers and takes pride in resolving their issues, even when it can be challenging.
- We are seeking individuals who are passionate about technology, with great personalities, and who want to be part of a fun, long-term working environment where they can make a difference and enjoy the results.
Delivering Services 24×7:
The ability to provide our clients with a true 24x7x365 service is key to our service offering. To do this, we have a commitment to provide services over this extended period, and we do this with a system that has stood the test of time. We operate 2 rota teams. Participation in these teams “goes with the territory” and is key to the working environment. This role is for the 24×7 team and will initially involve participation in our standard business hour rota (09:00 – 17:30 UK Time), before moving on to our 24×7 Emergency Response team.
24×7 Emergency response team the rota cycle is as follows:
- 6-day duty cycle followed by 4 day rest period
- 2 days of Early Rota: 07:00 to 14:00 UK Time
- 2 days of Late Rota: 14:00 to 22:00 UK Time
- 2 days of Night Rota: 22:00 to 07:00 UK Time
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4 days off
-
Average of 33 worked hours per week (salary paid on 37.5 hours/week basis)
- Buddy system to cover absences and reasonable domestic commitments
Working Location:
This will be a hybrid position where you will be required to work remotely from home and at the office during certain rotations. Please note – We are in the process of reviewing the final office location which will be in the greater Cape Town area.
Desired Skills:
- Help Desk Support
- 1st Line
- Phone support
- Remote support
- Customer Skills
- Microsoft
- Desktop Support
- mobile devices
Desired Work Experience:
- 2 to 5 years
Desired Qualification Level:
- Certificate
About The Employer:
Further background information on the company can be found on our web site [URL Removed] However, please be aware that our services are split into two divisions, professional services, and technical support services. This role is part of the technical support service desk, which is not described in full due to commercial and client confidentiality (some clients choose not to disclose our business relationship).
Please note this is a South African based role in Cape Town.
Employer & Job Benefits:
- Shift Allowance