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Platform Support Engineer: Itsm L2

Key Roles and Responsibilities: Providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support servicesUnderstanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situationsActing as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervisionEngaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolutionMentoring junior team members in the various technologiesHelping to solve complex business issues from strategy to execution Demonstrate excellent customer service skills via phone, email, and IM chatSolid communication, problem-solving skills, and communications etiquetteAbility to use Service Desk standards and follow guidelines, as well as help other interpret policyAbility to work in a fast-paced environment whilst multi-tasking with a sense of urgency to resolve tickets in a timely mannerRequires excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasksWhat will make you a good fit for the role?
Johannesburg, GT, ZA