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IT Specialist Services Engineer

IT Specialist Services Engineer

Exceed HR and RecruitmentBellville, Western Cape, South Africa
2 days ago
Job description

IT Specialist Services Engineer – Tyger Valley / Bellville.

Duties and Responsibilities :

  • Project Management : Plan, execute, and finalize projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants to deliver projects according to plan.
  • Technical Support : Provide advanced technical support for escalated issues, ensuring timely resolution and excellent customer satisfaction.
  • Client Interaction : Maintain strong relationships with clients, provide regular updates on project status and address any concerns or issues that arise.
  • Documentation : Maintain detailed documentation of all projects, including project plans, timelines, and post-implementation reviews.
  • Field Support : focus areas include, but are not limited to :

Compliance with customer rules, processes and procedures while attending work at customer offices.

  • Escalations : focus areas include, but are not limited to :

    • Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.

  • Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly).
  • Provide root cause analysis for major incident in the form of a Major Incident Report.
  • IT Information Library (ITIL) and IT Service Management (ITSM) : focus areas include, but are not limited to :

    • Risk Management : Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.

  • Knowledge Management : Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date.
  • Release and Deployment Management : Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice.
  • Configuration Management : Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined. Ensure subscriptions are tracked and renewed, with renewal reminders in place. Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities.
  • Incident and Problem Management : Assist with troubleshooting when tickets may become challenging for team members and your experience is required. Assist with overflow work when teams are struggling with capacity.
  • Change Management : Enforce discipline and ensure changes are planned with key stakeholders and well communicated.
  • Incident Management : Identify and perform root cause analysis.
  • Talent Development, Team Leadership & Collaboration : focus areas include, but are not limited to :

    • Lead and mentor junior engineers, fostering a culture of continuous learning : Provide effective leadership and mentorship to T1 and T2 engineers by coaching, sharing knowledge, and fostering a collaborative learning environment within the IT team.

  • Collaborate effectively with internal and external stakeholders : Work collaboratively with colleagues and external vendors to resolve complex issues and ensure seamless service delivery.
  • Contribute to the development of the IT team’s knowledge base : Actively contribute to the internal knowledge base by documenting solutions, troubleshooting steps, and best practices for complex issues.

    • Requirements :

  • Matric or NQF equivalent.
  • A+ and N+ or equivalent.
  • Microsoft MCSA or MCSE.
  • Certification in Microsoft 365 and Azure environments.
  • Certification or Degree in IT is advantageous.
  • Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous).
  • 5+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician.

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    Service Engineer • Bellville, Western Cape, South Africa