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Firstline Support Engineer L2

1 week ago

Durban, KwaZulu-Natal, South Africa SBV Services (Pty) Ltd. Full time
2025/02/21

Reference Number: FLSE202502

Description

Technical implementation in own area

1. Provide a first point of contact and support for all technical issues and faults via email, telephone, in-person, or remote support.
2. Conduct a full and thorough diagnostic with end users to enable first-time resolution or escalate to the correct resolver group.
3. Resolve user tickets within defined service level (SLA) agreements, and keep users informed throughout the lifecycle of a ticket.
4. Monitor and update calls logged through the Service Desk proactively in accordance with the service requirements and update the call logging systems with incidents and service requests.
5. Take ownership of incidents assigned and ensure coordination and communication with relevant stakeholders to resolve such incidents.
6. Perform general and technical troubleshooting of all software, hardware and peripherals utilised by the organization.
7. Responsible for installing, maintaining, and supporting hardware, software, and systems.
8. Upgrade workstations, laptops, and other hardware in accordance with existing maintenance contracts.
9. Swap out existing workstations, switches, notebooks, printers, monitors, and any other physical components during service restoration.
10. Perform and maintain builds of new workstations in line with SBV desktop management principles.
11. Capture, report, and analyze support tickets and problems that arise.
12. Uphold license registers, asset registers, back-up registers and files pertaining to user profiles.
13. Maintain register of all PCs and associated software.
14. Create and present progress reports to management as required.

Execute Analysis and Design Activities

- Provide technical assistance for ad hoc IT projects and planned maintenance tasks.
- Provide first-line support and diagnostics for a wide range of hardware, software, integration, and security components.
- Configure, install, and maintain security software, service packs and patches on laptops and desktops.
- Monitor installed software on all PCs to ensure they run on approved software and applications.
- Maintain compliance with software installation specifications and ensure hardware is installed in accordance with predefined specifications.

Quality

- Utilize a variety of monitoring tools, both offensive and defensive, to monitor systems and software proactively and constantly.
- Proactively address common support challenges by identifying and raising repeat system issues with the 2nd Line support team.
- Conduct regular reviews of the assigned infrastructure to ensure that it is configured, installed, tested, and operational.
- Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department's processes and quality management system is at all times in compliance with the standard.
- Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Risk

- Assure that incident resolution and recovery follow relevant processes and SLAs.
- Maintain standard operating procedures, quality control protocols, and security protocols.
- Comply with all Service Desk processes and client-specific procedures.
- Comply with all company policies and procedures, i.e. prevent unauthorized access.
- Comply with security policies and administer user profiles and access rights.
- Adhere to the Call Lifecycle Management Processes and Procedures.
- Foster professional and positive engagement with users and speedy resolution of 1st line application support queries.
- Effectively handover at the start and end of each shift, ensuring that no incidents are dropped, neglected or poorly managed.
- Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by SBV procedures.
- Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
- Provide excellent customer service for all incidents assigned.

Effective teamwork and self-management

- Train, mentor, and provide guidance to Level 1 First Line Support Engineers.
- Maintain good time management to handle several projects at once.
- Plan and prioritise competing demands, demonstrating the ability to manage them.
- Protect and maintain the confidentiality of critical business systems and data.
- Adhere to SBV's development standards and principles.
- Stay abreast of industry and technological changes and trends within own area of expertise.

Live the organization culture within one's centre

- Live the department's values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.

Requirements

- 5 years of experience within an ICT environment, of which:

- 3 years of experience working on technical hardware and software.
- 2 years of experience working with various cloud service management tools.

- Good understanding of software from installation and configuration through to integration, security, and licensing.

Requirements: Education

- Shift work and travelling will be required.
- The position will need a Team Leader for Monday – Saturday.

NB: Communication will be limited to shortlisted candidates only.

SBV recruitment is committed to transformation and diversity alignment.

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