Infra Tech Support Practitioner

Level 1 Support AgentsJunior Resources (1-2 years working experience)4 English Speaking, 2 English and Portuguese Speaking – Basic SkillsShift Requirement – resources will be divided into shifts to cover 12x7100% on site in BelvilleBasic IT Support Skills (Systems not desktop), ITSM process experience will be beneficialPerform activities based on Guides ProvidedInteract directly with End-Users of the systemsExpanded Duties:System Health check (e.g. backups, server health, integration reporting)End user support triage and escalation to L2 usersSimple user requests (e.g. over the shoulder support, FAQs)Service Request processing (e.g. User onboarding)System personalization (e.g. search filters)Respond to end user queries (e.g. access level queries, reporting, user-level incidents)Respond to 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 reporting (e.g. ticket status alignment)User attestation reportsSkills:System Health check (e.g. backups, server health, integration reporting)End user support triage and escalation to L2 usersSimple user requests (e.g. over the shoulder support, FAQs)Service Request processing (e.g. User onboarding)System personalization (e.g. search filters)Respond to end user queries (e.g. access level queries, reporting, user-level incidents)Respond to 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 reporting (e.g. ticket status alignment)User attestation reports
#J-18808-Ljbffr