Service Engineer Umhlanga

ROLE SUMMARY The Level 2 Service Engineer handles issues and requests that are beyond the Level 1 Service Engineer’s scope. The role requires a deeper understanding of different client technologies when troubleshooting complex technical issues. The role serves as a point of escalation for the first level of support and administers changes in client applications as scheduled. FUNCTIONS and RESPONSIBILITIES TICKET RESOLUTION: • Compliance to the Company’s Service Delivery Guidelines, Policies & KPIs • Resolve service tickets in line with existing service level agreements with clients • Contact client to request further clarification or additional information as requested • Setting expectation during the ticket life cycle TECHNICAL SUPPORT: • Resolve 2nd/1st level technical issues in accordance to best practices and guidelines of service delivery • Provide ‘fix on first call’ to customers • Manage lifecycle of service tickets in line with established service level agreement with clients • Relay vital technical information to clients by phone, email, or ConnectWise • Utilize internal resources in troubleshooting issues • Coach Level 1 team members • Support the Service Delivery Supervisor in the team’s compliance to the Company's Escalation Policy REQUESTS for CHANGE: • Schedule and complete changes/requests from clients • Control the lifecycle of all changes involving IT products and services • Schedule and complete changes/requests from clients • Control the lifecycle of all changes involving IT products and services • Maintain documents involving changes made in different client IT environments SKILLS and QUALIFICATIONS The role requires the following: • Work experience in a similar capacity • Strong communication skills both verbal and written • Willingness to grow professionally by learning new skills and building personal value as an IT professional • A problem solving mindset and the ability to think outside the box in solving complex problems • Sense of urgency in completing service requests according to service level agreements • Resourcefulness to use the tools provided by the company • Conceptual understanding of the ITIL framework • Knowledge of Microsoft Office 365 and Outlook • Knowledge of Microsoft Windows Server 2012/2016/2019 environment SKILLS and QUALIFICATIONS The role requires the following: • Work experience in a similar capacity • Strong communication skills both verbal and written • Willingness to grow professionally by learning new skills and building personal value as an IT professional • A problem solving mindset and the ability to think outside the box in solving complex problems • Sense of urgency in completing service requests according to service level agreements • Resourcefulness to use the tools provided by the company • Conceptual understanding of the ITIL framework • Knowledge of Microsoft Office 365 and Outlook • Knowledge of Microsoft Windows Serve