MS Engineer

4 weeks ago

Sandton, South Africa vonq-organic Full time
Job Title: MS Engineer (L2) - IT Infrastructure Specialist

At vonq-organic, we are seeking a highly skilled MS Engineer (L2) to join our team. As a key member of our IT infrastructure team, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational.

Key Responsibilities:
  • Proactively monitor work queues to ensure timely resolution of incidents and requests.
  • Perform operational tasks to resolve all incidents/requests within a timely manner within the agreed SLA.
  • Update tickets with resolution tasks performed and identify, investigate, and analyse issues and errors prior to or when they occur.
  • Provide second-level support to all incidents, requests, and identify the root cause of incidents and problems.
  • Communicate with other teams and clients for extending support and execute changes with clear identification of risks and mitigation plans.
  • Follow the shift hand-over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift.
  • Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management.
  • Work with automation teams for effort optimization and automating routine tasks.
  • Coach Service Desk and L1 teams for technical and behavioural skills.
  • Establish monitoring for client infrastructure and identify problems and errors before they impact a client's service.
  • Lead and manages all initial client escalation for operational issues.
  • Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
  • Plan and execute approved maintenance activities.
  • Audit and analyse incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort.
Requirements:
  • Matric - Grade 12
  • Diploma, degree or relevant qualification in IT/Computing
  • CCNA
  • NQF - L5
  • SIP SCHOOL (*advantageous)

Required experience: 5-7 years of relevant managed services experience and moderate level knowledge in ticketing tools preferably Service Now.

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