Service Desk Analyst

1 week ago

City of Johannesburg Gauteng, South Africa Qunu Staffing Full time

Technical Customer Support - Level 2 (French First Language) second language (any)

**Position Profile**:
Technical Customer Support Rep Level 2 provides remote technical support to our clients. The Level 2 position plays a direct role in the overall service level of our company. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, team oriented, and customer service minded environment. Level 2 agent will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.

**Job Duties and Responsibilities**:
Perform systems administration for Windows Servers, Exchange servers and Desktop operating systems across multiple customers.

Monitor and troubleshoot client backups.

Workstation and peripheral diagnostics and support

Escalate customer issues through the proper channels.

Manage cases according to defined severities and case priorities

Maintain client security levels and confidentiality of information.

Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system.

Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption.

Provide technical guidance to L1 agents in the organization, by assisting with customer issues or providing formal or informal training.

Update cases and communicate with clients on a daily basis or as required until issue is closed.

Be held accountable for measurable objectives including case touches, case closures, time to resolve among others.

Provide post-mortem reviews of customer cases or issues as required.

Cultivate close working relationship with assigned clients' Point of Contacts and User Base; attend regular calls with customers to review issues.

Attend ongoing training sessions in core areas of the business.

**Qualifications (Education, Experience, and Certifications)**:
Microsoft Certification (MCSA/MOS) and Network+ Certification preferred but not required

Minimum of 3 years of experience working on a technical helpdesk or equivalent Network administration role in supporting large customer

Minimum of 3 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment

Experience with Microsoft Exchange from Mailbox creation and permissions to Server troubleshooting

Experience with firewalls, such as Cisco, Juniper, Sonicwall and Watchguard

Experience with VMWare ESX hosts and vSphere Client for administration

Experience with remote solutions, such as Citrix, Terminal Server and VPN

Experience with Cisco and Broadsoft VOIP

Experience with Apple Hardware and MAC OS X

Experience with enterprise mobile devices

**Knowledge, Skills and abilities**:
Highly customer focused with ability to provide consistently excellent customer service and professionalism

Excellent written and verbal communication skills

Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.

Must be dependable and able to work both individually and in a team environment.

Must possess strong sense of ownership of client relationships.

Positively represent the company to clients and provide empathetic and friendly customer service at all times.

Must have competent knowledge of DNS, DHCP, IP, SMTP, FTP, HTTP, and HTTPS protocols and LAN networking/distributed computing environments (client/server).

Working knowledge of Windows Server and advanced knowledge of Active Directory Group Policies and Replication

Possesses ability to work in fast paced and challenging environment troubleshooting.

Possesses excellent time management and organizational skills to manage case load of old and new cases in Level 2 engineers' individual case queue.

Ability to quickly and accurately analyze root cause and solution for client reported workstation, server or network related issues within several minutes to couple hours.

Ability to learn new technologies quickly and retain information from our many different client network infrastructures, software solutions and remote connectivity ranging from Citrix and Terminal Servers to firewall VPN client solutions.

Must be able to act and display a sense of urgency as appropriate.

Able to quickly assess situations to pinpoint the scope/source of technical issues in a fast paced environment.

Navigation of common mobile device platforms (iOS, BlackBerry, etc).

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