Description:
- Attend to all incoming technical calls on the technical help-desk within agreed service levels.
- Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have.
- Taking clients/field technicians through a series of actions telephonically, to help set up systems or resolve faults and
issues. - Accurately capture and update all client interactions in as much detail on applicable systems for future use and also for
trend analysis use. - Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention.
- Identify persistent and potential faults and suggest solutions.
- Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues.
- Work collaboratively with other members of the technical help-desk, scheduling, project management, regional managers and infrastructure architects to develop and deliver long-term solutions to meet user needs
- Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved.
- Increase 1st level or remote fixes at all times.
- Manage outbound calls
- Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list.
- Making outbound calls to specific clients as requested by network directors, regional managers and other senior management staff.
- Provide high service and quality standards to calls made outbound that applies to inbound calls.
- Provide feedback to relevant parties on conclusion of outbound calls to networks
- Network Management
- Manage, monitor and maintain assigned network venues.
- Establish contact with venues needing technical assistance that forms part of your assigned networks.
- Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached.
- Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed.
- Follow up with customers to ensure satisfaction was achieved.
- Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client.
- Partner with other IT service providers the client might have to ensure resolution is reached.
- Manage Engine System administrator
- Manage, monitor and maintain Manage Engine reporting system.
- Setting up new users' accounts and profiles and dealing with password issues
- Provide relevant system reports on request.
- Support documentation to assist staff with system usage and requests for information and to provide staff training if
required. - Testing and evaluating new requirements for the system.
- Advise and assists the Head or Services, Media Services manager and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth and development for the system.
- Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to
address internal company needs. - Adhoc duties as requested by Head of Department or CEO.
- Cost Estimate & Finance
- Will be required to create quotes and send to client for approval and maintain 100% accuracy
Requirements:
- Attend to all incoming technical calls on the technical help-desk within agreed service levels.
- Remotely investigate/troubleshoot system and network problems and diagnosing and solving hardware or software faults clients might have.
- Taking clients/field technicians through a series of actions telephonically, to help set up systems or resolve faults and
issues. - Accurately capture and update all client interactions in as much detail on applicable systems for future use and also for
trend analysis use. - Escalate priority issues and logging unresolved queries correctly to the appropriate resource for attention.
- Identify persistent and potential faults and suggest solutions.
- Offer alternative solutions where appropriate, keeping in mind the objective of resolving client issues.
- Work collaboratively with other members of the technical help-desk, scheduling, project management, regional managers and infrastructure architects to develop and deliver long-term solutions to meet user needs
- Establishing a good working relationship with customers and other service providers to ensure clients issue gets resolved.
- Increase 1st level or remote fixes at all times.
- Manage outbound calls
- Making outbound calls to priority 1 clients with offline venues/devices identified by the network offline list.
- Making outbound calls to specific clients as requested by network directors, regional managers and other senior management staff.
- Provide high service and quality standards to calls made outbound that applies to inbound calls.
- Provide feedback to relevant parties on conclusion of outbound calls to networks
- Network Management
- Manage, monitor and maintain assigned network venues.
- Establish contact with venues needing technical assistance that forms part of your assigned networks.
- Provide prompt initial communication and responses to all assigned networks and promptly address requests/incidents to ensure customer expectations are reached.
- Provide customer with regular communication regarding status of requests/installations including notification when repairs are complete, as well as customer validation that the repair is satisfactorily completed.
- Follow up with customers to ensure satisfaction was achieved.
- Ensure all networks checks are done timeously to ensure no unnecessary downtime is experienced by the client.
- Partner with other IT service providers the client might have to ensure resolution is reached.
- Manage Engine System administrator
- Manage, monitor and maintain Manage Engine reporting system.
- Setting up new users' accounts and profiles and dealing with password issues
- Provide relevant system reports on request.
- Support documentation to assist staff with system usage and requests for information and to provide staff training if
required. - Testing and evaluating new requirements for the system.
- Advise and assists the Head or Services, Media Services manager and Network Director in the day-to-day operation of the system as well as, participating in the planning, growth and development for the system.
- Communicate with system service provider to ensure system use is optimal and to learn new ways to customize system to
address internal company needs. - Adhoc duties as requested by Head of Department or CEO.
- Cost Estimate & Finance
- Will be required to create quotes and send to client for approval and maintain 100% accuracy
- Matric
- 2 years’ experience in Information Technology Industry
- Training in networking and relevant Information Technology qualification
- Drivers Licence
- Matric
- 2 years’ experience in Information Technology Industry
- Training in networking and relevant Information Technology qualification
- Drivers Licence
03 Apr 2025;
from:
careers24.com