Infra Tech Support Practitioner

2 weeks ago


Cape Town, South Africa Planet10 Full time

 Level 1 Support Agents
Junior Resources (1-2 yearâ€TMs working experience)
4 English Speaking, 2 English and Portuguese Speaking – Basic Skills
Shift Requirement – resources will be divided into shifts to cover 12x7
100% on site in Belville
Basic IT Support Skills (Systems not desktop), ITSM process experience will be beneficial
Perform activities based on Guides Provided
Interact directly with End-Users of the systems
Expanded duties:
System Health check (e.g. backups, server health, integration reporting)
End user support triage and escalation to L2 users
Simple user requests (e.g. over the shoulder support, FAQs)
Service Request processing (e.g. User onboarding)
System personlisation (e.g. search filters)
Respond to end user queries (e.g. access level queries, reporting, user-level incidents)
Respond system event alerts, log faults (e.g. System performance incidents)
Usability checks (e.g. system responsiveness)
Create problem records (e.g. for repeat incidents)
Data Quality checks (e.g. foundation data validation)
Integration reportingÂ
(e.g. ticket status alignment)
User attestation reports
Skills
System Health check (e.g. backups, server health, integration reporting)
End user support triage and escalation to L2 users
Simple user requests (e.g. over the shoulder support, FAQs)
Service Request processing (e.g. User onboarding)
System personlisation (e.g. search filters)
Respond to end user queries (e.g. access level queries, reporting, user-level incidents)
Respond system event alerts, log faults (e.g. System performance incidents)
Usability checks (e.g. system responsiveness)
Create problem records (e.g. for repeat incidents)
Data Quality checks (e.g. foundation data validation)
Integration reportingÂ
(e.g. ticket status alignment)
User attestation reports



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