vProvide 2nd or 3rd line support to the clients as well as to our internal team;vProviding accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customer’s requirements and expectations;
vIncidents and Service Requests are managed effectively; ensuring information is captured in the Service Desk Call Management System for future reference and analysis, in line with ITIL principles;
vLogging, assigning and management of support calls;vCommunicate call statuses and updates to all relevant stakeholders;vTroubleshooting - Problems and bugs that are reported should be researched, followed by resolutions, and problems should then continue to be monitored;
vAssess, coordinate, and review all issues and impacts associated with applications support;vProactively suggest ways of improving system stability, availability, performance, and reliability;
vTest software prior to being implemented through various environments Development, Quality Assurance, Production;vHandle customer / client / user inquiries through dedicated ticket reporting channel;
vAnalyse incidents which repeatedly reoccur to find and resolve underlying root causes;vAnalyse consistently reported problems or certain tasks which users can’t complete and form a Frequently-asked-questions platform (FAQ) and Troubleshooting guides to minimize number of inquiries;
vFrequently analyse application logs, alerts, application insights and reports on various applications;vFrequently interact with technical teams and to an extend occasionally code to obtain conclusions;
vContribute to the development of an internal knowledge base;vSecurely maintain the IT / IS Operational and physical environments in line with corporate security policies, standards, and work practices.
vSetting, maintaining and operationalizing standards and processes of your team; and Managing performance of direct reports.
vIndividual must be willing work on a shift basis and participate in a roster system including working shifts on nights and weekends.
vTo apply, you need to have : vTertiary IT / related degree / diploma (such as field such as MIS, Computer Science, or equivalent experience), combined with a minimum of 3-4 years'' experience in 2nd or 3rd line support.
Qualifications / Experience :
vMicrosoft Certified : vAzure Administrator Associate;vIdentity and Access Administrator Associate;vInformation Protection Administrator Associate;
vAzure Security Engineer Associate;vTechnical Support Analyst / Consultant.