Product Deployment Agent - Johannesburg, South Africa - Performer Recruitment

Performer Recruitment

Verified Company

Johannesburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Introduction

Our client who is a MSP based in Rivonia is looking for a Product Deployment Agent.

The Product Deployment Agent will be responsible for technical implementation activities which include installations, O365 licencing/provisioning, and PBX licence/extension assignments and renewal of all client domains for clients as required.

This to ensure that end users are always receiving the highest level of customer service possible for all logged incidents relating to the above.

The individual will oversee said implementations with the goal of keeping the department running in an efficient manner, to increase customer satisfaction, loyalty, retention and to meet their expectations.

This includes the responsibility of managing all tickets assigned to the individual related to the resolution of end user technical support requests.

Problem resolution may require that the individual give in-person, hands-on help at the desktop level.

The Company is a technology driven company and make use of technology to better aid and support their clients. We're are looking for motivated and dynamic young individuals who want to further their career in the IT industry

Duties & Responsibilities

Resolve customer issues in a positive, professional, efficient manner and in compliance with the Customer Service Level Agreement (SLA).
Taking ownership of customer issues reported and seeing problems through to resolution.
Provide Service Desk Support for First Call Resolution (FCR) to users over the phone and through remote assistance.
Provide information, technical assistance and education to users as warranted.
Maintain, analyses, troubleshoot, and repair computer systems software.
Promote and adhere to departmental and organizational information security policies, standards, and procedures.
Properly escalate unresolved issues to appropriate internal/ external teams
Provide prompt and accurate feedback to customers.
Ensure all issues are properly logged on the call logging system.
You will be required to go to the client's site from time to time.
Perform other related duties incidental to the work described herein.
Exchange troubleshooting, knowledge of Microsoft O365 and Office 2016 is essential.
Perform technical implementation activities such as installations, O365 license provisioning and PBX administration which includes provisioning license, extensions and setting up of desk or softphones for clients as required
Registration of new domain.
Generate certificate for clients

Desired Experience & Qualification

23 years minimum experience in a technical desktop support role, solid technical background with hands on experience in the support environment
Windows 7 >, A+, N+, MO36
Basic server knowledge advantageous
Excellent MS Office knowledge a must
Welldeveloped organizational and time management skills
Own vehicle and valid SA driver's license
Clear criminal and credit record

Knowledge and Skills

Excellent verbal and written communication skills
Strong interpersonal skills, with a focus on rapportbuilding, listening, and questioning skills.
Strong documentation and admin skills.
Ability to effectively prioritize, execute tasks and maintain calm in a highpressure environment.
Teamwork and diversity sensitivity
Ability to clearly communicate technical concepts to nontechnical people.
A thorough knowledge of the products and services the company is offering
Time management skills
Keen attention to detail
Selfmanager
Must have knowledge of commonly used concepts, practices and procedures within the IT field and be willing to continue education or professional growth
Must have experience in dealing with customers at faceto face level
Professional discretion and confidentiality
Must be willing and able to alter shift schedule as user support demands change. This may require evening or night shift work for various lengths of time.