Job Description

:

• Monitors client infrastructure and solutions
• Identify problems and errors prior to or when they occur
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Fulfil approved requests following agreed procedures
• Provide telephonic or chat support to clients when required
• Execute approved maintenance activities including patching and configuration changes
• Follow the required handover procedures for shift changes to ensure service continuity
• Report and escalate incidents where necessary
• Ensure the efficient and comprehensive resolutions of incidents and requests
• Proactively identify opportunities for work optimisation
• Update existing knowledge articles or create new ones
• Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.

• Entry level experience or completion of relevant intern program
• Entry level experience with troubleshooting and providing support required in network/data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation.
• CCNA Certification is a must
• Working knowledge of management agent, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Center, Telephony,Exchange, Storage, Cloud, Backup etc)