Das ist der Job
Provide remote 3rd line technical IT support for tickets escalated.
Darum lohnt es sich
3rd Line Systems Engineer
The 3rd Line Systems Engineer will form part of a dynamic team of 1st, 2nd, and 3rd line engineers based in Cape Town, delivering SLA-backed services remotely as part of our technical support offering.
Reporting to the Service Desk Manager, this role requires a proactive, collaborative team member who is very strong technically and able to work European standard office hours, as per customer requirements. Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs.
The candidate will be required to form part of a 24x7x365 on-call rota after successful completion of probation and training. Duties & Responsibilities
Key Accountabilities
Logging and progressing support tickets (incidents & changes) through our MSP systems.
Troubleshoot and resolve hardware and software related incidents based on Microsoft systems. Take ownership of incidents and manage through to resolution where possible. Attend to proactive and reactive monitoring alerts in order to ensure minimum disruption to customers.
Meet client expectations in terms of quality of work and delivery to deadlines. Action customer enquiries effectively in a timely fashion as per prescribed SLA. Produce information reports upon request.
