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    • Mcse Engineer Midrand - Datacentrix

    Datacentrix
    Datacentrix Midrand

    5 days ago

    Default job background
    Description

    First Line Support Engineer Role at Datacentrix

    We are seeking a certified First Line Support Engineer with MCSE certification to manage customer requests efficiently, adhere to Operational Level Agreements, and contribute to positive first call resolution rates and overall Service Level Agreements.

    Key Requirements:

    • Vendor Accredited Platform certification is required in Microsoft and Citrix.
    • Prior desktop support experience is advantageous.
    • 2 years of prior IT Service Desk experience.
    • Excellent data capture and typing skills.
    • Proficiency in all Microsoft Office applications.
    • Strong communication, analytical, and troubleshooting skills.
    • Prior experience with a Service Desk Application.
    • Understanding of Software, Application, and Infrastructure components in an IT environment.
    • Familiarity with the concept of SLA and OLA.

    Responsibilities:

    • Capture customer requests from various sources into our Call Management System.
    • Achieve a high first call resolution rate by taking every opportunity to resolve issues during the initial call.
    • Analyze reported faults and complete detailed diagnostics to resolve problems telephonically or via remote support. If unresolved, assign the request to the correct resolver group.
    • Apply 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.
    • Focus on delivering exceptional customer service and restoring customers to a working state.
    • Issue a reference number for every incident logged.
    • Hand over incidents to the next shift for further resolution.
    • Adhere to Service Desk and Client specific processes.
    • Ensure that 98% of calls are answered within 30 seconds.
    • Be accountable for accurate and detailed request capturing.
    • Confirm customer information.
    • Update the call regularly with all correspondences and actions for a complete audit trail.
    • Provide professional and efficient communication between the business and the customer.
    • Ensure that call classification matches the call description.
    • Enter a detailed activity history into each call.
    • Follow up on priority 1 and priority 2 calls re-assigned to other groups with an email or telephone call.
    • Adhere to Call Lifecycle Management Processes and Procedures.
    • Log all service requests and incidents within 15 minutes.
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