Service Desk Engineer L2

ROLE PURPOSE

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africas transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.

At Nexio, we have identified five major reasons why our people want to work for us:

They get rewarded for their efforts
They have opportunity to work with high energy team
They form part of the Vodacom/Vodafone Group
There are opportunities to grow their careers
They build trust and Lead with a competitive culture

To provide high-level, high-quality assurance role to our corporate clients, in the Managed Services Operations Centre (MSOC).

A service Desk Engineer is responsible for remote support and ensuring the request is resolved within the agreed SLA as well as ensuring customer satisfaction. A Service Desk Engineer should also be highly skilled and equipped in resolving all escalated queries.

ROLE REQUIREMENT

To provide a high-level, high-quality service assurance role to our corporate clients, in the Customer Services Operations Centre
Understanding of IP/GSM/Telecommunications/ICT Industry
MPLS
SDWAN
Support all technical aspects of a Converged Network infrastructure, MPLS, SDWAN
Reporting of all incidents to relevant parties
Liaising with Client on all technical related events and fault resolutions
Fault Management update on ITSM
Client update and follow up until incident closure: Complete understanding of relevant service management ITIL practices.
Cross collaboration with all levels within the Organization
Responsible for Incident resolution
Service request management
Fault diagnosis / Troubleshooting
Monitoring
Vendor management
Provide Service desk 1st line support to clients

COMPETENCIES

Focus on first call resolution
Perform daily health checks in the environment to assure all systems are fully functional.
Identify and learn appropriate software used and supported by the organisation.
Take ownership and responsibility of an issue from start through to a successfully resolution.
Regularly update and attend to all customer queries.
Perform post resolution follow ups to help resolve queries.

Qualifications & Experience