2nd Line Itam Specialist

6 months ago

Cape Town, South Africa Teleperformance South Africa Full time

**BPO requirements**:
Objective:
We are looking for a partner to take on the function of 2nd Line Application Management/Support. This team is an escalation point for customer issues that our Customer Success teams can not complete.

Working Hours:

- Monday - Friday, 9:00 AM - 5:00 PM GMT
- Weekend, Bank Holiday and National Holiday cover

Scope of Work:

- Service Desk: review, assign and process tickets in the team queue whilst respecting agreed upon SLAs.
- Ticket types: ITAM queue consists of various types of issues, some of which will be outside the scope/access of the BPO team. All of the issues will require a level of investigation and then an action. The BPO team should focus on the pre-agreed types of tickets for which training will be given.
- New issue types: at times when a new Problem or Issue is discovered, BPO will need to report this to the ITAM team who will then create tools and provide guidance in how to solve these issues.
- Communication: there will be no communication from the 2nd line support team and the customer. CS team will be raising tickets on behalf of the customer when an escalation is required. BPO team will therefore communicate with the CS team via the ticket when needed.
- Tooling: ITAM team is to provide all required tools to the BPO to do their job. These will be mainly based around SQL stored procedures. Access to the in-house Admin Portal will be provided.
- Reporting: regular reporting on productivity, backlog and SLA.
- Training: initial train-the-trainer training will be provided to the BPO. Further agent training to be carried out by the BPO. Knowledge base maintenance to be performed by Zilch ITAM team. Any new ticket type train to be done by Zilch ITAM in the train-the-trainer fashion.

Application Support Analyst:

- Strong awareness of data security best practices
- Competent in working with SQL performing data-fixes and queries
- Excellent analytical skills
- Proven to prioritise and work to a deadline and SLA
- Proactive approach to problem solving
- Experience in working as a part of a service desk function

Service Desk Platforms:

- Jira
- Intercom

Service Desk Process
- Customer raises a query with CS team
- CS team determines it requires further investigation and actions from the 2nd line team
- CS team creates an ‘internal’ ticket to ITAM team
- ITAM team prioritises the tickets from the queue based on time to resolve (most urgent first) and assigns the tickets to agents
- Agents read and understand customer problem from the ticket
- Agents perform remedial measures (SQL script, data fix, advise the customer on next steps)
- Ticket is completed and notification sent back to CS team
- CS team communicate with the customer

Performance Expectations:
The BPO team is expected to achieve the following performance metrics:

- Time to Resolution: adhere to SLAs to complete/resolve a ticket
- Quality: have no wrongly executed SQL scripts and achieve 98% accuracy in response quality (QA completed by internal teams)
- Knowledge: an agent must be able to understand and perform 100% of the ticket types within 6 weeks from start of training

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

Ability to Commute:

- Cape Town, Western Cape (required)

Ability to Relocate:

- Cape Town, Western Cape: Relocate before starting work (required)

  • 2nd Line Support Engineer

    2 months ago

    Cape Town, South Africa DataFin Full time

    ENVIRONMENT: Ensure the timely resolution of all service and support related requests providing superior customer service as the next 2nd Line Support Engineer sought to by a cutting-edge Cloud Solutions Specialist. The role will be based in Johannesburg or Cape Town. The Support Desk ensures timely resolution of all service and support related requests and...

  • 2nd line Network Engineer x2

    3 months ago

    Cape Town, South Africa Datacentrix Full time

    Datacentrix is looking for 2nd Line Support Network Engineer with +3 years practical ISP networking skills in IPv4, MTU and VLAN.  The applicant must have good understanding of DNS including on types of records and troubleshooting – Bind, PowerDNS, unbound, Configure IP phones and troubleshoot call issues (VoIP) and Mikrotik and Cisco experience.Critical...

  • Nightshift 2nd Line Support Technician

    3 weeks ago

    Cape Town, South Africa Potentiam Limited Full time

    Job title : Nightshift 2nd Line Support TechnicianJob Location : Western Cape, Cape TownDeadline : December 25, 2024Quick Recommended Links Jobs by Location Job by industries Duties & Responsibilities Responsible for traditional 2nd line duties including (but not limited to) desktop support, server support, live meeting management (Teams), kit procurement,...

  • Nightshift 2nd Line Support Technician

    2 weeks ago

    Cape Town, South Africa Potentiam Limited Full time

    Job title : Nightshift 2nd Line Support Technician Job Location : Western Cape, Cape Town Deadline : December 25, 2024 Quick Recommended Links Jobs by Location Job by industries Duties & Responsibilities Responsible for traditional 2nd line duties including (but not limited to) desktop support, server support, live meeting management...

  • 2nd Line Suppoort Engineer

    3 days ago

    Cape Town City Centre, South Africa Jobted ZA C2 Full time

    Have you been working for a minimum of two years in an IT support role within a business and are looking for your next challenge? Do you have a passion for problem solving and enjoy troubleshooting? Have you studied ICT at school, college or university and you are keen to continue your career progression within the IT industry. Well, if this is you, we have...

  • 2nd Line Suppoort Engineer

    4 days ago

    Cape Town, South Africa Mindmatch Consulting Full time

    Have you been working for a minimum of two years in an IT support role within a business and are looking for your next challenge? Do you have a passion for problem solving and enjoy troubleshooting? Have you studied ICT at school, college or university and you are keen to continue your career progression within the IT industry. Well, if this is you, we have...

  • 2nd Line Suppoort Engineer

    4 days ago

    Cape Town, South Africa Mindmatch Consulting Full time

    Have you been working for a minimum of two years in an IT support role within a business and are looking for your next challenge? Do you have a passion for problem solving and enjoy troubleshooting? Have you studied ICT at school, college or university and you are keen to continue your career progression within the IT industry. Well, if this is you, we have...

  • 2nd line Network Engineer x2

    3 weeks ago

    Cape Town, South Africa Data Centrix Full time

    Critical Requirements - Skills,Experience & QualificationsMatric, N+ and 3+ years experience in:Linux command line skillsGood practical networking skillsIPv4 understandingTCP/IPMTUNetwork troubleshooting (LAN WAN FW)VLAN understandingSDWANEquipment knowledge (know your way around)Cisco/MerakiMikrotikADSL troubleshootingWireless troubleshootingEmail...

  • 2nd line Network Engineer x2

    3 months ago

    Cape Town, South Africa Data Centrix Full time

    Critical Requirements - Skills, Experience & QualificationsMatric, N+ and 3+ years experience in:Linux command line skillsGood practical networking skillsIPv4 understandingTCP/IPMTUNetwork troubleshooting (LAN WAN FW)VLAN understandingSDWANEquipment knowledge (know your way around)Cisco/MerakiMikrotikADSL troubleshootingWireless troubleshootingEmail...

  • 2nd line Network Engineer x2

    3 months ago

    Cape Town, South Africa Data Centrix Full time

    Critical Requirements - Skills, Experience & Qualifications Matric, N+ and 3+ years experience in: Linux command line skills Good practical networking skills IPv4 understanding TCP/IP MTU Network troubleshooting (LAN WAN FW) VLAN understanding SDWAN Equipment knowledge (know your way around)Cisco/Meraki Mikrotik ADSL troubleshooting Wireless...

  • Production Line Operations Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Milkor Integrated Systems Full time

    Job Title: Production Line Operations SpecialistAbout Us: At Milkor Integrated Systems, we are a leading provider of cutting-edge solutions in the aerospace industry. Our team is dedicated to delivering high-quality products and services that meet the needs of our clients.Salary: We offer a competitive salary of R 120,000 - R 180,000 per annum, commensurate...

  • Senior Server Technical Specialist

    1 week ago

    Cape Town, Western Cape, South Africa iLaunch Full time

    Job OverviewiLaunch is a leading technology company based in Cape Town, seeking a highly skilled Senior Server Technical Specialist to join their team.The successful candidate will be responsible for providing 2nd line support within the server management, end user computing layer and support layer.Key Responsibilities:Assist with escalations from 1st line...

  • Technical Support Specialist

    3 months ago

    Cape Town, South Africa Lula Full time

    **ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS** **Job title**: Technical Support Specialist **Reporting to**: Technical Support Manager **Location**: Cape Town **WHAT WE DO** We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business...

  • Senior Technical Support Specialist

    4 days ago

    Cape Town, Western Cape, South Africa Uptime Solutions Ltd Full time

    About the RoleAt Uptime Solutions Ltd, we are seeking a highly skilled Senior Technical Support Specialist to join our team. This role involves working with a leading US-based Managed Service Provider (MSP) and requires strong technical expertise in various areas.Key ResponsibilitiesProviding 2nd Line support to a large client base of Small to Medium-sized...

  • Aircraft Flight Line Support Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Milkor Integrated Systems Full time

    At Milkor Integrated Systems, we are seeking a skilled Aircraft Flight Line Support Specialist to join our team. As a key member of our organization, you will be responsible for ensuring the integrity and accuracy of flight line documentation.We offer a competitive salary of approximately R350,000 per annum, commensurate with experience and...

  • Senior Technical Support Specialist

    4 weeks ago

    Cape Town, South Africa Lula Full time

    **Job title**: Senior Technical Support Specialist **Reporting to**:Technical Support Manager **Location**: Cape Town **ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETS** **WHAT WE DO** Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose...

  • 1st Line Service Desk Analyst

    3 months ago

    Cape Town, South Africa Kocho Full time

    **Main Responsibilities**: - Fully understand the service KOCHO has been engaged to deliver in line with ITIL Framework. - Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues. - Provide a single point of contact for end users support using all contact mediums. - Develop and maintain...

  • Highly Skilled IT Support Specialist

    3 weeks ago

    Cape Town, Western Cape, South Africa Uptime Solutions Ltd Full time

    About the RoleWe are seeking a highly skilled 2nd Line Support Engineer to join our team at Uptime Solutions Ltd. This role involves providing top-notch technical support to our clients, working closely with a leading US-based Managed Service Provider (MSP).Key ResponsibilitiesProvide exceptional 2nd line support to a large client base, ensuring seamless...

  • German Speaking IT Support Specialist

    1 month ago

    Cape Town, Western Cape, South Africa Jai Search Consultancy Full time

    Job Description for German Speaking Support AnalystKey AccountabilitiesWe are seeking a highly skilled German speaking support analyst to join our dynamic team. As a German speaking support analyst, you will be responsible for providing remote 1st/2nd line technical IT support to our clients. Your primary goal will be to troubleshoot and resolve hardware and...

  • Technical Support Specialist

    4 days ago

    Cape Town, Western Cape, South Africa Mindmatch Consulting Full time

    We are seeking a highly skilled Technical Support Specialist to join our dynamic and expanding Technical IT Services Division in Cape Town. As a member of our new Technical Support Team, you will work closely with Service Desk engineers and consultants to provide first-class support to our customers.Responsibilities:You will be responsible for providing...