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IT Support Engineer Tier 2

3 months ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
Support the IT Site Leader to ensure the efficient functioning of the contact centre telephony and computer systems. Provide and coordinate support services for both hardware and software. Manage and coordinate the activities of the team of IT Technicians to achieve optimal levels of performance. Be flexible to contribute to the efficient operation of the contact centre as required.

Key Responsibilities:
  • Coordination and accountability for the resolution of daily work requests (OTRS).
  • Work to a site work program, coordinating business demand with IT continuous improvement & projects.
  • Work to defined backup/recovery procedures that meet with Business continuity and Disaster recovery planning and assessment needs.
  • Resolve complex issues requiring detailed systems and application knowledge that have been escalated from Tier 1.
  • Participate in local site projects, document and implement changes according to agreed timelines and project scope.
  • Keep inventories, network diagrams, change request and incidents documented and up to date.
  • Report and help investigate information security incidents.
  • Install hardware components such as desktop computers, file servers, storage, and multiple workstation facilities, managing and ensuring compliance with company standards.
  • Design and document local infrastructure changes.
  • Organise the physical integration of information technology into new or existing work environments.
  • Maintain in-depth knowledge of supported products and services.
  • Maintain inventories for software, hardware, and licensing and maintenance arrangements in accordance with the Asset Management Register.
  • Ensure adequate IT service provision and back-up during out of office hours.
  • Facilitate problem solving and collaboration with the back-office support teams, management, external contractors, and clients.
  • Identify and implement efficiencies and cost savings in call centre work processes.
  • Coordination and escalation of IT issues with local external service providers.
  • Follow up and assist with users' understanding of the IT environment they are working with.
  • Develop tips and tricks that would improve efficiencies and usage of IT equipment.
  • Disable and create user accounts and access in accordance with HR requests.
  • Participate in site meetings, reporting on contact centre operational issues and proposing solutions to performance issues.
Qualifications and Skills:
  • A+ and Net+ Certification or equivalent required with 3 years plus technical support experience.
  • Available to work shifts on a full-time, flexible basis any day of the week.
  • Able to plan, organise and execute tasks to completion and within deadlines, managing competing priorities effectively.
  • Able to remain calm in stressful situations and remain focused on the job at hand.
  • Self-motivated and able to apply initiative to solve problems and improve work processes.
  • Understands and values the commercial impact of decisions.
  • Willing to assist knowledge and skill development of colleagues.
  • Communicates information effectively in English, in a friendly and supportive manner.
  • High degree of confidentiality and business acumen.
  • Knowledge of Open-Source systems and support applications.
  • Practical experience with internet and network security protocols.
  • Extensive experience in the set-up and maintenance of telephony equipment, networks, servers, desktop and laptop hardware.
  • Knowledge in Microsoft and/or Linux operating systems and Avaya systems.
  • Ability to document technical processes and procedures clearly and concisely.
Experience:
  • Minimum of 3 years of technical support experience.
  • Relevant experience in similar positions or industries, particularly in contact centre environments.