2nd Line Technical Support Engineer
Cape Town, Western Cape, ZA
6d ago

Reporting to the Team Leader, the key deliverables of our 2nd Line Engineers can be summarised as follows :

  • Delivery of high quality remote support on a range of technical incidents and problems across the Content+Cloud client base
  • Telephony :
  • answer calls and attempt first call resolution.
  • confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.
  • Prioritise and manage several tickets at one time.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal / external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to senior support service engineer for technical escalation.
  • Maintain data quality and accuracy standards at all times.
  • Responding appropriately to, and effectively resolving, customer incidents, queries or complaints.
  • You will be troubleshooting, installing, maintaining and supporting a wide range of SME IT systems
  • Work on cases remotely via phone, email and Internet
  • Hardware, software, desktop, network and infrastructure support
  • Take ownership of incidents assigned to you and manage them through to resolution.
  • Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix.
  • Application troubleshooting
  • Delivery of high quality remote support on a range of technical incidents and problems across the Content+Cloud client base
  • Requirements

  • Previous experience in a similar role
  • Excellent desktop troubleshooting skills.
  • Basic to intermediate server and network identification and troubleshooting skills.
  • Hold a formal IT qualification, ideally MCS / MCITP or multiple MCPs massively advantageous but not a deal breaker
  • Benefits

  • Salary dependent on experience
  • Role based out of our Century City offices (currently working remotely)
  • 40 hours per week (Monday Friday)
  • 20 days’ annual leave
  • Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities...)
  • Continual professional development plans
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