MCSE First Line Support Engineer - Midrand - Datacentrix

    Datacentrix
    Datacentrix Midrand

    4 days ago

    Default job background
    Description

    First Line Support Engineer

    Datacentrix seeks a certified First Line Support Engineer with MCSE certification to efficiently log and respond to customer requests, adhere to Operational Level Agreements, and contribute to positive first call resolution rates and overall Service Level Agreements.

    Key Skills / Competencies / Qualifications:

    • Vendor Accredited Platform certification is required, Microsoft and Citrix.
    • Previous desktop support experience is an advantage.
    • 2 years previous IT Service Desk experience.
    • Excellent data capture and typing skills.
    • Mastery of all Microsoft Office applications.
    • Exceptional communication, analytical, and troubleshooting skills.
    • Previous experience with a Service Desk Application.
    • Deep understanding of Software, Application, and Infrastructure components in an IT environment.
    • Familiarity with the concept of an SLA and OLA.

    Responsibilities:

    • The First Line Support Engineer is responsible for capturing customer requests from varied inbound sources into the company's Call Management System.
    • Ensure every opportunity for First call resolution is taken to achieve the defined rate per customer.
    • Analyze reported faults and complete detailed diagnostics to resolve problems telephonically or via remote support. If unresolved, ensure correct assignment to the resolver group.
    • Use correct business practices and fixes to resolve reported faults.
    • Maintain attentiveness and excellent communication at all times.
    • Understand the sensitive nature of support offerings and perform tasks with honesty and integrity.
    • Document resolutions and fixes for future reference.
    • Act as the first level of contact for customers, striving to return them to a working state.
    • Issue reference numbers for every incident logged.
    • Hand over all incidents to the next shift for further resolution.
    • Adhere to all Service Desk and Client specific processes.
    • Achieve 98% of calls answered within 30 seconds.
    • Accountable for effective, detailed, and accurate request capturing.
    • Confirm customer information.
    • Update calls daily with all correspondences and actions for a complete audit trail.
    • Provide professional and efficient communication between the business and the customer.
    • Ensure call classification matches the call description.
    • Enter detailed activity history into each call.
    • Follow up with email or telephone call when re-assigning priority 1 and 2 calls to other groups.
    • Adhere to the Call Lifecycle Management Processes and Procedures.
    • Log all service requests and incidents received within 15 minutes.
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