Business unit, Department, Reporting

Core Description

To manage and support customers environment with technical solutions and provide general, 2nd and 3rd 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