Noc Operator
5 days ago
The Remote IT Support Analyst is responsible for providing support to end-users including 2 nd Level Application and Technical Support to Dimension Data clients remotely.
The Desktop Support Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters.
**PO 1: Technical Support**
**Primary Function**:
- This includes the monitoring of servers and or websites and the escalation processes applicable.
**Secondary Function : Remote Support**
- Provide remote support to Dimension Data Client end users
- Provide VIP support to client’s executive members
- Troubleshoot software and hardware related incidents and requests remotely.
- Work with vendors and internal resources to facilitate resolution of incidents and requests
**PO 2: Ticket Management**
- Respond to Incidents and Requests assigned via the ITSM Tool
- Ensure Ticket updates are current and end users informed of progress
- Respond to and Resolve incidents within SLA
- Assess, review and resolve assigned tickets within stipulated SLA
- Escalate tickets where applicable
**PO 3: Client Engagement**
- Communicate effectively with relevant Stakeholders including team members and Management
- Liaise with end users to effectively reach resolution on incidents and requests
- Keep users informed of priority changes and timing of resolutions
- Follow up with users to confirm that resolutions met requirements before closing the ticket
**PO 4: People Engagement**
- Provide support both at a soft engagement and technical to the Dimension Data Client End Users
- Act as onsite liaison between Dimension Data and Client if the need arises.
**Qualifications, Knowledge and Experience**
- Matric
- A+
- MCSE / MCSP (advantageous)
- AppleMac Certification (advantageous)
- Relevant IT diploma (advantageous)
- ITIL Foundation (advantageous)
- Network +
- 3 -5 Years within an IT Desktop Support environment
- Degree or Diploma and required Certification with 3 to 5 years related experience.
- Driver’s license
**Competencies**
- Punctual, Team Player, Attention to detail, Display a high level of service excellence.
- ITIL framework and Service Desk Technologies
- Previous NOC monitoring experience
**Special Requirements**
Working according to mandatory shift hours.
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