Infra Tech Support Practitioner
4 months ago
 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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