Onsite Support Engineer (Bloemfontein)

PURPOSE OF THE JOB:Service Desk 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 provide assistance with a sense of urgency, regardless of the level of incident. You will aim to exceed the client's expectations in dealing with any incidents or service requests and continuously improve yourself through training and research to ensure that you can deliver an unrivaled experience for the client's end-users.DUTIES AND 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.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 regarding incident updates.Ensure that issues are resolved following Numata's best practices.Escalate any ongoing, unresolved, or business-critical problems to your Team Leader or MSOC Manager promptly.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themselves.Create/update Knowledge Base articles/technical notes as solutions are identified or articles found to be outdated.Supervise all 3rd party product installations and/or related repair and maintenance activities when required remotely.Identify and suggest possible improvements on procedures or systems to your Team Leader.Stay updated on modern technologies as well as Numata Standard Operating Procedures.
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