Job Summary
Hire Resolve is currently seeking a highly skilled Service Desk Engineer on behalf of our esteemed client, a leading specialist in ICT solutions. Our client excels in helping organizations design, support, and manage robust IT infrastructures that drive business success. This role offers a unique opportunity to join a dynamic team dedicated to delivering top-tier IT support and solutions to a diverse range of clients.
If you are passionate about technology and thrive in fast-paced environments, we encourage you to apply and contribute to the continued success of our client's innovative IT services
Resposnibilities:
- Provide high-level, quality service assurance to corporate clients within the Customer Services Operations Centre.
- Support all technical aspects of Converged Network infrastructure, including MPLS and SDWAN.
- Report incidents to relevant parties and maintain timely communication with clients regarding technical issues and fault resolutions.
- Manage and update fault incidents in ITSM, ensuring follow-up with clients until incidents are fully resolved.
- Collaborate across various organizational levels to ensure effective operations and incident resolution.
- Handle incident resolution, service request management, fault diagnosis, troubleshooting, monitoring, and vendor management.
- Deliver 1st line Service Desk support to clients.
Requirements:
- Emphasize first call resolution.
- Perform daily system health checks to ensure all systems are operational.
- Learn and understand the software used and supported by the organization.
- Take full ownership of issues, ensuring they are resolved from start to finish.
- Regularly update and address customer queries.
- Conduct follow-ups after resolution to ensure complete issue resolution.
- Possess a CCNA certification.
- Have 3-5 years of experience, with at least 2 years in a networking environment and 1 year focused on service provider roles.
- Alternatively, hold a Grade 12 qualification with valid CISCO certifications.
Benefits:
Contact Hire Resolve for your next career-changing move.
We will contact you telephonically in 3 days should you be suitable for this vacancy. If you are not suitable, we will put your CV on file and contact you regarding any future vacancies that arise.