Onsite Engineer
Plus1X Solutions (Pty) Ltd
- Cape Town, Western Cape
- R15,000-20,000 per month
- Permanent
- Full-time
- Minimum of 2 years of relevant work experience.
- Strong background in Engineering within a medium to large ICT organization.
- Proficient experience in Managed Services.
- Excellent working knowledge of ITIL processes.
- Demonstrated experience collaborating with vendors and/or third parties.
- Receive, log, validate, and diagnose client requests across our full spectrum of products and services, adhering to agreed service level agreements leveraging standard tools, platforms, and processes.
- Utilize Microsoft product and process knowledge, exercising discretion to respond to tickets efficiently.
- Strive for first-call resolution for clients, leveraging standard operating procedures or work instructions whenever possible.
- Contribute to knowledge management by building knowledge articles or identifying the need for such content when relevant articles are not available.
- Provide timely updates to clients upon request regarding pending requests or tickets.
- Collaborate closely with resolver groups and other functions to ensure timely updates are communicated to clients.
- Identify gaps and shortcomings in current processes, procedures, and services, and provide recommendations for improvement.