Tier 2 Onsite Support Technician

Employment type: Permanent

**Salary**: Market related

Location: Tokai, Cape Town, South Africa

Job Functions: Information Technology

Industries: IT Managed Services

**SPECIFICATION**

A dynamic, vibrant and growing IT company is looking for a Tier 2 Onsite Support Technician who is an experienced IT technician that has accumulated around 4 to 7 years (or more) working in IT and has during his or her career had a breadth of exposure and hands-on experience working with various IT infrastructure and cloud technologies, processes, and best practice frameworks (ITIL, COBIT).

The T2 Support Technician assists the team as an experienced support specialist, taking the lead in reacting to onsite support and escalations within the clients’ IT estate. The technician ensures that tickets are resolved timeously, meeting, or exceeding SLA targets.

The T2 Support Technician should have the following attributes: leadership qualities; strong technical skills; good communication skills (ie. Timeous stakeholder feedback); accountability; proactive and using initiative; positive attitude; collaborative.

**DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO**:
Ticket Lifecycle Management
- Respond to logged tickets, or log ticket if no ticket exists.
- Ensure tickets are classified & prioritized accurately.
- Ensure time entries are captured accurately, consistently, and timeously.
- Ensure quality, that updates and resolution meet stakeholder expectations.

**Field Support**
- Dedicated to onsite field support based at the clients premises.
- Pre-planned assistance in the form of IMACD requests - install, move, add, change and disposal (IMACD) of ICT equipment associated with “business as usual” (BAU) activities.

**Escalations**
- Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.
- Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
- Provide root cause analysis for major incident in the form of a Major Incident Report.

**Incidents and Requests**
- Ensure timeous resolution with appropriate stakeholder feedback. Achieve or exceed SLA targets for tickets
- Assist with troubleshooting when tickets may become challenging for team members and your experience is required
- Assist with overflow work when teams are struggling with capacity
- All tickets should be dealt with timeously and diligently, according to priority.

**Change Management**
- Enforce discipline and ensure changes are planned with key stakeholders, and well communicated.
- Problem Management Identify and perform root cause analysis. Report findings.

**Risk Management**
- Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.

**Knowledge Management**
- Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date.
- Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice.

**Configuration Management**
- Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined. Ensure subscriptions are tracked and renewed, with renewal reminders in place.

**Performance Management**
- Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities.

**REQUIREMENTS**:
Qualifications:

- A+
- N+
- MCSA or equivalent
- ITIL V3 Foundation
**Skills & Experience**:

- 4-7 years’ experience in the IT field
- ITIL/ITSM (IT Service Management)
- End User Computing (Microsoft, Apple)
- Networking - WAN, LAN, VLAN, WIFI (HP, Dell, Unifi, Ruckus, Cambian etc)
- Server & Storage Hardware (Dell, Supermicro, HP)
- Virtualization (VMWare, Hyper-V)
- Identity Management (Active Directory and Azure)
- Cloud Tenants, Datacenter and Productivity (365, Azure, Google)
- Database Maintenance - Basic (SQL)
- Domain Hosting Services (Xneelo, Afrihost etc)

**PERSONAL COMPETENCIES**
- A warm personality, attentive and smartly presentable.
- Committed to delivering high levels of customer service.
- He / She must be a self-starter, alert, energetic, responsible and flexible.

**Job Types**: Full-time, Permanent

**Salary**: R25,000.00 - R35,000.00 per month