1St Line Engineer 24

3 weeks ago

Cape Town, South Africa Bluecube Technology Solutions - An Ekco Company Full time

Job Title1st line Engineer 24 / 7 CompanyBluecube Technology Solutions - An Ekco Company LocationCape Town – South Africa Overview At Ekco, you'll do meaningful work for customers who count on us, with people who have each other's back. You’ll grow faster through real responsibility, clear career paths and honest feedback. Key Responsibilities Receive incoming calls from our customers, raise tickets and provide support and guidance over the phone and via our ITSM tool (FreshService). Act as the point of contact for incidents and requests related to our services, performing the initial triage, categorisation and impact analysis. Investigate and resolve incidents and service requests related to our services using remote support tooling. Communicate clearly and professionally with customers, ensuring they are informed of progress and resolution, ensuring a high customer satisfaction. Managing and monitoring the team and your personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner. Liaise with other teams and engineers to support resolution efforts, escalating tickets where necessary. Support the creation and use of knowledge base articles by documenting and sharing common workarounds and fixes. Essential Skills & Experience Experience with remotely supporting our technologies. Microsoft administration and licensing. Microsoft AVD & Remote Desktop. Microsoft Active Directory & Entra ID. Microsoft Exchange & Exchange Online. Microsoft Intune & Group Policy. Microsoft SharePoint and OneDrive. Microsoft Teams. End-user devices and desktops. On-premise networking. VMware. Customer-centric with great people skills. Proactive and positive approach to problem solving and client interaction. Desirable Experience with ITSM and remote support tools. MS- certification. Personal Qualities Resilient to change. Takes pride in providing a high level of service. Strong attention to detail. Ability to work under pressure and handle difficult situations. Impeccable time-management skills with the ability to prioritise effectively. Seniority LevelEntry level Employment TypeFull-time Job FunctionEngineering and Information Technology IndustriesIT Services and IT Consulting #J-18808-Ljbffr

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