First Line Support Engineer
Datacentrix is looking for a certified First Line Support Engineer with MCSE certification to be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements.
Key Skills / Competencies / Qualifications: - Vendor Accredited Platform certification is required, Microsoft and Citrix.
- Previous desktop support experience is an advantage.
- 2 years previous IT Service Desk experience.
- Excellent data capture and typing skills.
- Must be able to use all Microsoft Office applications.
- Must show excellent communication, analytical and troubleshooting skills.
- Previous experience with a Service Desk Application.
- Must show a good understanding between Software, Application and Infrastructure components in an IT environment.
- Must understand the concept of an SLA and OLA.
Responsibilities: - The First Line Support Engineer is responsible for capturing customer requests from varied inbound sources into the company’s Call Management System.
- Ensure that every opportunity for First call resolution is taken to achieve the defined rate per customer.
- Analyse reported faults and complete detailed diagnostics to resolve problems telephonically or via remote support. If unresolved, ensure correct assignment to the resolver group.
- Ensure correct business practices and fixes are used to resolve reported faults.
- Maintain attentiveness and excellent communication at all times.
- Understand the sensitive nature of support offerings and ensure all tasks are performed with honesty and integrity.
- Document resolutions and fixes for future reference.
- Act as the first level of contact for customers, striving to return them to a working state.
- Issue reference numbers for every incident logged.
- Hand over all incidents to the next shift for further resolution.
- Adhere to all Service Desk and Client specific processes.
- Ensure 98% of calls are answered within 30 seconds.
- Accountable for effective, detailed, and accurate request capturing.
- Confirm customer information.
- Update calls daily with all correspondences and actions for a complete audit trail.
- Provide professional and efficient communication between the business and the customer.
- Ensure call classification matches the call description.
- Enter detailed activity history into each call.
- Follow up with email or telephone call when re-assigning priority 1 and 2 calls to other groups.
- Adhere to the Call Lifecycle Management Processes and Procedures.
- Log all service requests and incidents received within 15 minutes.
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