1st Line Support Engineer

1st Line Support Engineer IT - Support

Cape Town - Western Cape

ENVIRONMENT:

JOIN a growing world class Service Desk team of a dynamic Internet Service & Network Specialist seeking its next strong technical & ambitious 1st Line Support Engineer. Your core role will be to provide a single point of contact for customers to obtain support, be this via a customer dedicated Service Desk or the shared Service Desks. You will receive and respond to incidents and service requests from the customer / customer end users, assess the request or incident to determine whether fulfilment / resolution can be achieved & escalate to 2nd or 3rd Line Support within defined parameters. The 1st Line Support Engineer is the incident owner and manages the end-to-end lifecycle of the ticket until resolution. You will need Matric/Grade 12, be A+, N+ or MCSE Certified with an IT tertiary qualification and have at least 1+ years experience in a First Line Support environment.

DUTIES:

• Professionally respond to and resolve / fulfil all incidents and service requests logged or managed through 2nd and 3rd Line Support tiers.
• Remain courteous, tactful, honest and professional in all communication with other parties.
• Regularly update all customers with progress-information and estimated times to completion.
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
• Adhere to and comply with all commitments made.
• Remain calm and collected in adverse situations.
• Be alerted to deteriorating customer-service within the environment and intervene directly or by escalation.
• Process Support- or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing resolution to the customer in respect of incidents and service requests logged.
• Telephonically and remotely identify, diagnose and resolve / fulfil all incidents / requests to the best of his / her capability.
• Escalate to other support-entities (colleagues, 2nd and 3rd Tier Support, other service providers) where personal resolution is unachievable.
• Monitor time spent on remote incident / request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations.
• Retain ownership of support-call and diligently manage to resolution.
• Verify whether current requests are repeat requests. If necessary, apply different solutions and/or escalate to other support-entities to ensure that further repeats are minimised or eliminated. Ensure that a Problem Ticket is logged in the event of repeated incidents and attached all related incidents to the Problem Ticket.
• Recognise and alert the Team Leader or Manager of trends in customer calls.
• Perform research and continued effort towards education for the purpose of improving knowledge- and experience-levels in the products/systems supported by the company.
• Before creating a new incident, support- or information-request record verify that the same request is not captured already.
• Create the initial record for and accurately capture any reported incident, service request- or information-request in the call-logging system.
• Ensure that all auxiliary fields in the call-logging system are completed accurately and updated as further information becomes available (e.g., call-source, contact-details, CI-selection, call-categories, severities, etc.).
• Accurately capture all information pertaining to resolution-attempts in the journals/activity history.
• Escalate observations where the call-logging system is incorrect or incomplete in order to further improve accuracy of records.

REQUIREMENTS:

Qualifications

• Matric / Grade 12.
• A+ and N+ / MCSE.
• Tertiary IT qualification.

Experience/Skills

• At least 1+ years experience in a First Line Support environment.
• Good understanding of the Information Technology industry.
• Proven technical ability to perform First Line Support to end users within the current IT landscape.
• Ability to identify and understand problems and find suitable solutions.
• Conscious of delivering solutions on time.
• Able to clearly articulate problems and solutions with the technical team on escalation.

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