Doorway, a well-established European- based IT company is seeking qualified and experienced individuals to join their 24/7 support centre in Cape Town. The company, a Microsoft Gold Certified Partner, focuses on IT outsourced operations and support via cloud-based services as well as consulting in server technology, networking, software and development. Support Engineer’s work on a shift roster basis and are expected to provide professional customer service of an exceptional standard above and beyond client SLA’s. Key Requirements: · MSCE / IT Diploma or related qualification · At least 3 years’ experience in a similar position · Excellent English communication skills (verbal and written) · Proven track-record of providing outstanding and professional client service · Exceptional problem solving and decision making skills · Team player but also able to work without supervision · Ability to work shifts which regularly include weekends and public holiday’s · SA citizen or work permit · Own transport is advantageous. The role: · Answer inbound client calls into the Customer Call Centre. · Provide technical support and resolve problems to the end user’s satisfaction, escalating issues where necessary. · Log all inbound calls and e-mails received. · Monitor tickets assigned to the queue and process on a first-in-first-out basis based on priority. · Update technical documentation. · Modify configurations, utilities, software default settings, etc. · Assist with on-boarding of new users. · Maintain inventory of all equipment, software and software licenses. · Maintain and administer Active Directory · Perform timely server operating systems and software upgrades as required · Critical Event Monitoring and batch processing for client services · Ensure Incident Management according to SLA. In return, the Company offers an attractive package along with full benefits. If you believe you meet the above criteria and you are interested in this position, please submit your CV to [email protected] with NETWORK SUPPORT ENGINEER in the subject line. PLEASE MOTIVATE WHY YOU ARE A CUT ABOVE THE REST AND INCLUDE DETAILS OF YOUR MOST RECENT SALARY PACKAGE.
Posted on: Wed, 29 Jan 2014 11:46:42 +0000
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