JOB CONTENT :
The purpose of the job is to deliver remote / onsite services to a specific customer and ensure SLA and standards are kept and continuously improved through innovation and delivering excellent service.
Ensuring quality remote support to all clients
Provide all information or documentation required to complete a call or project.
Ensuring support is consistent and up to standard with regards to remote support.
Maintain a 95% SLA as per department’s goal per month.
Maintain 80% productivity for the month.
Handles escalations and queries from helpdesk and client effectively and timeously.
Maintain timelines with regards to projects and rollouts as per agreed with customer.
Assisting the application specialists with any queries or projects.
Testing of changes and updates to Unisolv and the Linux OS.
QUALIFICATION & EXPERIENCE :
Matric or equivalent
At least 1 to 5 years relevant working experience
Relevant experience in retail / Pharmacy services.
Linux experience of 1 - 3 years
Comptia A+ , N+, or relevant working experience
1 3 Years Linux experience. Use variations of Red-hat, CentOS distributions.
A good understanding of Networks and Server environments
Understanding (Desktop operating systems MS Windows 98,XP,Vista, Windows 7)
Understanding of Server / Network & Desktop Hardware
Understanding communication systems (Diginet,VOIP,ADSL,)
Understanding of group policies and security procedures
Good knowledge of hardware and operating systems.
Good understanding of the total UCS business model.
In depth knowledge of the customer business environments.
In depth understanding of the client’s SLA’s and how they are set up.
Good understanding of the retail service lines.
Good knowledge of IT trends.
ROLE SPECIFIC REQUIREMENTS :
Requires flexibility to work long hours and after hours.
Be prepared to be on standby during the week and after hours (24 x 7)
Requires overnight travel away from home from time to time.
Own vehicle (petrol reimbursed according to policy)
Any other instruction handed down by the line manager from time to time.