2nd Line IT Support

Summary and purpose of the Job :

• Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.
• Become an extension of the customer’s IT team, ensuring the best customer experience, and deliver high levels of expertise.
• Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.
• Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLA’s are met.
• Take direction from Senior Engineers as part of a virtual Incident Management team.
• Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.
• Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.
• To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customer’s systems availability.
• Service restoration must be at the forefront of incident resolution to meet contractual SLA’s & OLA’s.

If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.

Responsibilities :

The extent of your duties will include but are not limited to :

Experience / skills required

Cisco, Juniper and Extreme Routing and Switching platforms to a L2 level

Beneficial experience / skills

The following certifications would be beneficial :

Conditions and Benefits