Firstline Support Engineer X2

Critical Requirements - Skills, Experience & Qualifications
Must have Matric or Grade 12
A+ and N+ / MCSE
Tertiary IT qualification
At least 1 + years experience in a First-Line support environment
Good understanding of the Information Technology industry
Proven technical ability to perform first-line support to end users within the current IT landscape
Ability to identify and understand problems, and find suitable solutions
Conscious of delivering solutions on time
Ability to clearly articulate problems and solutions with the technical team on escalation

Primary Role Accountabilities
Professionally respond to and resolve / fulfil all incidents and service requests logged or managed through 2nd and 3rd line support tiers
Remain courteous, tactful, honest and professional in all communication with other parties
Regularly update all customers with progress-information and estimated times to completion
Regularly follow-up on outstanding queries with other entities who are involved with specific requests
Adhere to and comply with all commitments made
Remain calm and collected in adverse situations
Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
Process support- or information-requests from various sources (phone, email, logging-system integration, etc.) for the purpose of providing resolution to the customer in respect of incidents and service requests logged
Telephonically and remotely identify, diagnose and resolve / fulfil all incidents / requests to the best of his / her capability
Escalate to other support-entities (colleagues, 2nd and 3rd tier support, other service providers) where personal resolution is unachievable
Monitor time spent on remote incident / request-resolution to ensure resolutions (own or other entity) are achieved within contractual service-level obligations
Retain ownership of support-call and diligently manage to resolution