X6 MCSE Certified First Line Support Engineer
Job details
Datacentrix is an ICT solutions provider that uses leading solutions to deliver sustainable value to corporate and public sector organisations. We strategically partner with our customers, equipping them with valuable insight and helping them to align their technology undertakings with their business strategy.
Our holistic value proposition delivers complex integrations between technologies and helps safeguard our customer relevance and competitiveness into the future.
We are recognised for our agility, in-depth industry knowledge, proven capability and strong overall performance. Our comprehensive portfolio, proven execution capability and value-driven strategy underpin our position as one of the leading local ICT players.
Our value offering ensures an excellent total customer experience supported by:
the best teams with specialised skills and experience;
strong technical and execution capability
leading technology;
leading vendor partnerships
consistent, high-level service delivery
insight into the complexities of an ever-changing business and technology domain
sound and prudent financial management
the upliftment of communities in which we operate
​commitment to broad-based black economic empowerment ("B-BBEE") imperatives (Level 2 B-BBEE Contributor)
Our offering
We provide comprehensive ICT systems and end-to-end solutions to enterprises. We have a complete range of support services that ensure seamless computing.
Our skills
We have some of the most specialised skills in the industry and are experts in our field.​
Our duty
We conduct our business in a way that helps to build communities, protect the environment and make for a better tomorrow.
Our passion
We are passionate about the relationships that we share with our customers and about adding value to their businesses.
Our difference
Our partnerships
Our values
Our innovation
We team up with customers to help them achieve the inherent benefits that intelligent, well-managed technology systems can deliver, safeguarding their relevance for the long run. ​
​We partner with top international and local technology vendors to provide innovative solutions that meet our customers' unique computing needs, tailored for their business environment. Our top accreditations and technical certifications support the delivery of best-in-class technology solutions and services.
Our vision, to be the preferred partner for complete ICT systems and services to corporate and public sector organisations, is underscored by our shared values of performance, professionalism, passion and pride.
Our advanced, flexible solution design and implementation responds to our customers' unique business requirements, helping to drive their performance and growth in a measurable and sustainable way.
Datacentrix is looking for a certified First Line Support Engineers with MCSE certification to be based at our Midrand offices. The First Line Support Engineer will be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements.
Qualifications/Key Skills / Competencies:
Matric plus MCSE Certificate
Vendor Accredited Platform certification is required, Microsoft and Citrix.
Previous desktop support experience is an advantage.
2 year previous IT Service Desk experience
Excellent data capture and typing skills
Must be able to use all Microsoft Office applications.
Must show excellent communication, analytical and troubleshooting skills
Previous experience with a Service Desk Application
Must show a good understanding between Software, Application and Infrastructure components in an IT environment
Must understand the concept of an SLA and OLA
Responsibilities:
The First Line Support Engineer is responsible for the capturing of customer requests from varied inbound sources into the company's Call Management System.
Required to ensure that every opportunity that can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined per customer
The First Line Support Engineer must analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. Should the problem not be resolved, the First Line Support Engineer must ensure that the request is correctly and efficiently assigned to the correct resolver group.
A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault.
Attentiveness and excellent communication is required from an Engineer at all times.
The First Line Support Engineer must, at all times, understand the sensitive nature of their support offering and must ensure that all tasks and actions are done so with honesty and integrity.
The First Line Support Engineers are required to document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.
The First Line Support Engineer is the first level of contact for customers, Engineers must therefore be customer-focused and must strive to return the customer to a working state.
Ensure the user is issued with a reference number for every incident logged.
Responsible for the Hand-over all incidents to the next shift for further resolution.
Required to adhere to all Service Desk and Client specific processes
Ensure that 98% of all calls are answered within 30seconds
Accountable for effective, detailed and accurate request capturing
Accountable to confirm customers' information
Update the call at least once a day with all correspondences and actions to ensure a complete audit trail for future reference
Provide professional and efficient communication between the business and the customer
Ensure that the call classification matches the call description
Ensure that a detailed activity history is entered into each call
When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone call
Adherence to the Call Lifecycle Management Processes and Procedures
Log all service requests and incidents received within 15 minutes
Provide a professional and efficient communication between the business and the customer
Ensure the call classification matches the call description
Apply safely
To stay safe in your job search, information on common scams and to get free expert advice, we recommend that you visit SAFERjobs, a non-profit, joint industry and law enforcement organization working to combat job scams.
