To deliver on our objective of providing world class managed services for our customers.
As an Engineer, you will provide support for all technology issues and requests that are escalated by the service desk analysts. Your core objective is to restore service for the customer as quickly as is possible and, where further escalation is required, provide a single point of contact and ownership.
Provide technical support by remote diagnostics, troubleshoot, check for customers' incidents and resolve within the agreed SLAs;
Ensure all policies, procedures and work instructions are followed in the interests of customer satisfaction and contractual obligations in agreed hours;
Consult with clients and business to provide support on availability, capacity, continuity of assigned technologies and functionality of services;
Pro-actively identify, analyze and resolve problems to optimize systems and minimize risk, document workarounds and implement changes as and when required;
Daily backups and media actions performed as per SLA.
Ensuring accurate and comprehensive notes are entered into the ITSM tool for each event managed to ensure the best possible customer experience is delivered