Onsite Support Engineer

2 months ago

Cape Town, South Africa Numata Full time

Introduction

Onsite Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to provide assistance with a sense of urgency, regardless of the level of incident. You will aim to exceed the clients expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the clients end-users.

Duties & Responsibilities

  • Represent the Numata brand, always remembering you are the first point of contact and the face of the company.
  • Deliver exceptional service to internal and external customers.
  • Following call queue policy and procedure.
  • Respond to customers within SLA.
  • Capture all details as accurately as possible in our PSA Platform, providing complete resolution descriptions.
  • Analyze issues and develop resolutions in a timely fashion
  • Provide support to clients on all supported applications.
  • Provide regular updates to clients with regards to incident and service requests
  • Ensure that issues are resolved in line with Numatas best practices.
  • Escalate any ongoing, unresolved or business-critical problems within one hour to a level 2 Engineer or your Team Leader.
  • Maintain a resource utilization rate of a minimum of 30 hours a week and track and manage your work record via regular time and ticket/task time entries.
  • Provide guidance and training to customer personnel, empowering the users to help themselves.
  • Create / update Knowledgebase articles / technical notes as solutions are identified or articles found not to be current.
  • Supervise all 3rd party product installations and / or the related repair and maintenance activities when required remotely.
  • Identify and suggest possible improvements on procedures or systems to your Team Leader.
  • Keep abreast of modern technologies as well as Numata Standard Operating Procedures.
  • Ensure all training requirements for the role is met in line with the Business expectations
  • Engage and coordinate with 3rd party vendors (i.e. Euphoria, Vodacom) to resolve / complete open incidents or projects.
  • Assist where required on the rotational schedule which may include but not be limited to (Field support services, Workshop support, Afterhours support, Early shift support, and Onsite client support )

Experience Level:

  • Entry-Level: Generally, 1-2 years of experience in IT support or a related field.
  • Internship or Prior Experience: Some positions may require prior experience through internships, part-time jobs, or relevant coursework.

Required Skills and Certifications:

  • Technical Skills:
    • Basic understanding of computer hardware, software, and networking concepts.
    • Familiarity with operating systems (Windows, macOS, Linux).
    • Knowledge of common software applications (Microsoft Office, email clients, etc.).
    • Basic troubleshooting skills for common issues (password resets, printer issues, connectivity problems).
  • Preferred Certifications:
    • CompTIA A+: A foundational certification that covers essential IT skills, including troubleshooting, networking, and security.
    • ITIL Foundation: An understanding of IT service management best practices, focusing on delivering quality IT services.
    • Microsoft Certified: Fundamentals: Certifications like Microsoft 365 Fundamentals or Azure Fundamentals can be beneficial.
  • Soft Skills:
    • Strong communication skills for effectively interacting with end-users.
    • Problem-solving abilities and a customer-focused approach.
    • Ability to work under pressure and manage multiple tasks simultaneously.

Typical Responsibilities:

  • Providing first-level support to users via phone, email, or chat.
  • Logging and categorizing support requests in a ticketing system.
  • Resolving or escalating issues according to defined procedures.
  • Assisting with user account management (password resets, access requests).
  • Documenting solutions and maintaining knowledge bases.

Package & Remuneration

  • Basic Salary
  • Medical Insurance
  • Funeral Cover

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