JOBS|

Job Description

The role is for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements,operational practices and quality assurance this role will maintain a high level of service to clients. Primary objective is to ensure zero missed service level agreement (SLA) conditions.

Responsibilities

• •Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
• •Perform necessary checks, apply monitoring tools and respond to alerts
• •Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• •Assist in analysing, assigning and escalating support calls
• •Investigate third line support calls assigned and identify the root cause of incidents and problems
• •Report and escalate issues to 3rd party vendors if necessary
• •Provide onsite technical support to clients and provide field engineering services to clients
• •Conduct monthly random review of incidents and service requests, analyse and recommend improvement in quality
• •Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Tracelay
• •Proactively identify opportunities for work optimisation including opportunities for automation of work

Education + Experience

• • Requires significant related experience with a Bachelors or equivalent degree
• • Have wide-ranging experience
• • Uses professional concepts and company objectives to solve complex issues in creative ways
• • Networks with others outside own area of expertise
• • Exercises judgment in selecting methods, techniques and evaluation criteria to obtain results
• • May coordinate others activities
• • Solid years of work experience
• • Solid experience required in in Engineering function within a medium to large ICT organisation
• • Solid experience of Managed Services
• • Excellent working knowledge of ITIL processes
• • Excellent experience working with vendors and/or 3rd parties

Other Benifits

• • •Provident fund (PF)
• • Work from home
• • Education assistance
• • Flexible work hours
• • Joining bonus
• • Shift allowance
• • Give away gifts