First Line Application Support

1 week ago

Johannesburg, South Africa IntelliStaff Full time

Location: Randburg, Gauteng

**Job Description**:
The role of First Line Support is to correctly handle customer, colleague, and supplier support queries at the first point of contact

**Requirements**:

- Previous experience in 1st Line support role
- Must be able to read and write SQL(non-negotiable)
- Understanding of Enterprise anti-virus suites
- Systems administration
- Software diagnosis and testing
- Audit monitoring
- Log monitoring
- MS Windows
- MS Server
- MS SQL Server (SQL queries, handling, writing)
- Azure Active Directory

**Responsibilities**:
First Line Support Tasks
- Logging and tracking the details of customer requests and problems as tickets.
- Identify the types, categories, severity, and urgency of the ticket.
- Provide technical/non-technical phone support to customers.
- Provide remote support and/or remote maintenance customers.
- Control and follow up customer tickets in order to comply with customer's Service Level Agreement.
- Act as a further escalation point for unresolved or escalated calls.
- Route customer tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
- Escalate the ticket to Team Leader when the ticket is going to miss SLA or has a risk to miss SLA.
- Accelerate complex cases to higher-level IT/software development support specialists if unable to resolve, by providing details about the issue so that it can be resolved effectively.
- Provide a report to the customer upon request.
- Maintain and/or update customer information in the Service Desk System.
- Participate and assist in driving the knowledge management process.
- Others as assigned by the Team Lead.

Stakeholder Relations
- Build and maintain trust relationships with the Management Team, Colleagues and Customers to ensure specific targets are met.
- Work as part of the IT Support Team to ensure a smooth IT operation
- Work collaboratively and engage with key Stakeholders to achieve specific targets.
- Strive to maintain an ethical Team environment.

Legal Compliance
- Always follow Company policies

Health & Safety
- Always keep work area clean and tidy
- Follow Health & Safety procedures
- Report risks and hazards to the IT Support Team Leader
- Report accidents and incidents immediately to the IT Support Team Leader

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