First Line Support Technician

3 weeks ago

Fourways, South Africa Gravity Office Solutions Full time

**Role**: First Line Support Technician
**Reports to**:Service Desk Manager
**Office location**: Johannesburg

**Main purpose of the job**

The First Line Support Technician uses their knowledge and expertise in technology to manage tickets related to polling and management tools. Their goal is to resolve issues as quickly as possible, for failed services to be restored as soon as possible.

The First Line Technician is responsible for ensuring Gravity Office Solutions meets contracted service levels and achieves desired business goals. By managing tools and customer environments, this individual helps customers have a better experience overall.

**Key responsibilities**
- Should the problem not be resolved, the First Line Support Technician must ensure that the ticket is updated with the full diagnosis of what was investigated in the IT Service Management System, and correctly and efficiently re-assign the ticket to the correct resolver group.
- To re-assign a ticket to another support group, the First Line Support Technician must communicate either by phone or through an acceptable electronic communication method with the assigned party.
- The Support Technician is responsible for capturing customer tickets from various inbound sources and issuing them with reference numbers. This ensures that each ticket can be tracked and resolved efficiently.
- The First Line Support Technician needs to ensure accurate customer information, and Ticket details are captured into IT Service Management system and clearly highlights the impact to the customer, through: Ticket categorisation, Ticket classification, and Service Level selection.
- The **Time To Respond (TTr)** for all tickets need to adhere to the contracted parameters per customer and align to the contractual Response obligations.
- The First Line Support Technician is the first level of contact for customers and must therefore be customer-focused and strive to return the customer to a working state as quickly as possible, taking into consideration the **Time To Resolve (TTR)** for all tickets, which need to adhere to the contracted parameters per customer, and align to the contractual Resolve obligations.
- A key responsibility of the role is to ensure that approved business practices and Standard Operating Procedures are adhered to, and the appropriate technical resolution is applied to resolve the ticket.
- The First Line Support Technician must always understand the sensitive nature of the Gravity Office Solution support offering and ensure that all tasks and actions are done so with honesty, integrity, and professionalism.
- The First Line Support Technicians are required to document in detail the actions and resolution, in the IT Service Management System, to contribute to and enhance the Gravity Office Solution Knowledge Base.
- **Knowledge**_
- Competencies_
- Teamwork
- Responsibility
- Attention to detail
- Must be honest and trustworthy
- Must be able to work on their own
- Confidence
- Own vehicle and a valid driving license
- Strong time management skills and the ability to work under pressure
- Must show an analytical approach toward tasks
- Excellent Communication skills at all levels - verbal and written in English
- Excellent data capture and typing skills
- Ability to effectively handle multiple tasks in a fast-paced environment
- Must have the ability to drive results.
- Must be customer centric
- Must be able to communicate well with various levels of people
- Qualification & Experience_
- Matric
- A+
- N+
- Networking experience and knowledge is crucial
- Security+
- Other technical qualifications
- Experience is Onsite and Remote PABX systems including VoIP
- Microsoft Office (MS Word, MS Excel, MS PowerPoint)
- Microsoft Server
- Microsoft 365
- ITIL Foundation (Trained and Experience)
- 3 years previous Service Desk experience
- 2 years previous technology experience
- Experience in remote support
- Firewall experience on the FortiGate would be a huge plus
- **Key Performance Indicators**_
- Contact Management_
- Telephone abandon calls to be ≤1% of monthly incoming telephone calls offered per employee
- All tickets to be logged with correct client name and SLA level
- Service Level Management_
- 98% of tickets to be assigned within 5 mins
- 10% First Line Resolved
- Achieve 90% Customer Satisfaction
- All tickets to be updated daily with accurate updates
- Achieving 95% response SLA per Client
- Achieving 95% resolve SLA per Client
- Escalation Process adhered on all tickets

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Fourways, Gauteng: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have your own vehicle ?

Willingness to travel:

- 25% (required)

Application Deadline: 2023/01/31

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