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Service Desk Analyst Rep Level 2 provides remote technical support to our clients. The Level 2 position plays a direct role in the overall service level of our company. This requires a strong technical skillset, great customer service skills, and the desire to continue to expand one's knowledge of technology. These skills will be used in a fast-paced, team oriented, and customer service minded environment. Level 2 agent will not only have strong technical skills but also excellent customer service, teamwork, communication, and troubleshooting skills.
What you will be doing
• Providing advanced technical level support of products and services with more complex troubleshooting for workstation, server and network related issues, including but not limited to: Operating system functionality, Software installation and troubleshooting, Office 365, VoIP configuration and support email configuration and support, Mobile Device Management, Disaster Recovery, Malware/virus detection and removal. • Perform systems administration for Windows Servers, Exchange servers and Desktop operating systems across multiple customers. • Monitor and troubleshoot client backups. • Workstation and peripheral diagnostics and support • Escalate customer issues through the proper channels. • Manage cases according to defined severities and case priorities • Maintain client security levels and confidentiality of information. • Clearly document support issues and all steps performed in the Customer Relationship Management ticketing system. • Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server or network infrastructure that indicate failing hardware or software corruption. • Provide technical guidance to L1 agents in the organization, by assisting with customer issues or providing formal or informal training. • Update cases and communicate with clients on a daily basis or as required until issue is closed. • Be held accountable for measurable objectives including case touches, case closures, time to resolve among others. • Provide post-mortem reviews of customer cases or issues as required. • Cultivate close working relationship with assigned clients' Point of Contacts and User Base; attend regular calls with customers to review issues. • Attend ongoing training sessions in core areas of the business.
You will ideally have
• Must be Fluent French speaking & written • Microsoft Certification (MCSA/MOS) and Network+ Certification preferred but not required • Minimum of 3 years of experience working on a technical helpdesk or equivalent Network administration role in supporting large customer • Minimum of 3 years of experience in software and hardware troubleshooting on laptops, desktops, servers and network equipment • Experience with Microsoft Exchange from Mailbox creation and permissions to Server troubleshooting • Experience with firewalls, such as Cisco, Juniper, Sonicwall and Watchguard • Experience with VMWare ESX hosts and vSphere Client for administration • Experience with remote solutions, such as Citrix, Terminal Server and VPN • Experience with Cisco and Broadsoft VOIP • Experience with Apple Hardware and MAC OS X • Experience with enterprise mobile devices
South Africa
Fixed Term Contract
13-Jun-2023
