Infra Tech Support Practitioner

4 months ago


Cape Town, South Africa Planet10 Full time

 Level 1 Support Agents

  • Junior Resources (1-2 year’s working experience)
  • 4 English Speaking, 2 English and Portuguese Speaking – Basic Skills
  • Shift Requirement – resources will be divided into shifts to cover 12x7
  • 100% on site in Belville
  • Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial
  • Perform activities based on Guides Provided
  • Interact directly with End-Users of the systems

Expanded duties:

  • System Health check (e.g. backups, server health, integration reporting)
  • End user support triage and escalation to L2 users
  • Simple user requests (e.g. over the shoulder support, FAQs)
  • Service Request processing (e.g. User onboarding)
  • System personlisation (e.g. search filters)
  • Respond to end user queries (e.g. access level queries, reporting, user-level incidents)
  • Respond system event alerts, log faults (e.g. System performance incidents)
  • Usability checks (e.g. system responsiveness)
  • Create problem records (e.g. for repeat incidents)
  • Data Quality checks (e.g. foundation data validation)
  • Integration reporting  (e.g. ticket status alignment)
  • User attestation reports

Skills

  • System Health check (e.g. backups, server health, integration reporting)
  • End user support triage and escalation to L2 users
  • Simple user requests (e.g. over the shoulder support, FAQs)
  • Service Request processing (e.g. User onboarding)
  • System personlisation (e.g. search filters)
  • Respond to end user queries (e.g. access level queries, reporting, user-level incidents)
  • Respond system event alerts, log faults (e.g. System performance incidents)
  • Usability checks (e.g. system responsiveness)
  • Create problem records (e.g. for repeat incidents)
  • Data Quality checks (e.g. foundation data validation)
  • Integration reporting  (e.g. ticket status alignment)
  • User attestation reports


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