Business unit, Department, Reporting

Core Description

To manage and support customers environment with technical solutions and provide general, 2 nd and 3 rd level technical support on customer systems. Install, monitor, test, maintain cloud and client infrastructure solutions. To provide specialised technical, preventative and proactive support (technology specific).

Key Deliverables / Primary Functions

• Perform root cause analysis and troubleshooting across systems to resolve incidents, addressing problems to satisfy installation requests, whether simple or complex, in diverse environments.
• Take ownership of Incidents and Service Requests until resolution, providing continuous feedback and liaising with clients at all levels, including VIPs and external resources (3rd Party Management).
• Build relationships with customers to improve and provide world-class support.
• Identify and understand business challenges of the customer and their impact on the client's environment by developing, documenting, and maintaining knowledge-based articles.
• Support security policies and standards of the customer by building and maintaining an up-to-date working knowledge of Microsoft products.
• Ensure company assets (replacement parts) are tracked and maintained responsibly.
• Supervise and assist less experienced employees in technical challenges and all aspects of current technical operational practices.

Core Functional Skills & Capabilities

Core Behavioural Competencies

Minimum Qualifications

Additional Education -Preferred /Advantage

Experience

3 year’s relevant experience in the ICT environment.

OR

5 year’s relevant experience in the ICT environment.

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Engagement will all levels within the organisation, internal and external to the clients.

Special Requirements / Employment Condition

Workplace / Physical Requirements