Technical Support Engineer

[Yuvi]

Technical Support Engineer
A Global IT house is currently recruiting for a Technical Support Engineer in Australia

 

Purpose of the position
 Act as the primary interface into/from the Technical Support function within the business,
servicing external and internal business stakeholders.
 Supporting global business operations as part of a 24/7 function (primarily UK, SA, Australia,
Singapore)
 Support live services across multiple technology stacks focused on Telco, Network, Security and
Cloud

 

Key Responsibilities:
 Supporting global business operations as part of a 24/7 function (primarily UK, SA, Australia,
Singapore)
 Support live services across multiple technology stacks focused on Telco, Network, Security
and Cloud
 Responding to, troubleshooting and resolving incidents with minimized disruption to service
and SLAs
o Identification of possible risks or problems and escalate to senior staff members
 Responding to, and fulfilling service requests in line with managed service offerings and SLAs
 Post resolution diagnosis and assistance in determining Root Causes and Reasons for
Outages Monitoring incoming events and alerts o Sending proactive notifications and
updates to clients in regard to service events
o Raising incidents with Suppliers following service events detected
o Partnering with Delivery team on projects and service delivery
 Assisting Technical team in the provisioning, testing and troubleshooting of:
o Customer technology infrastructure (eg. CPEs)
o Supplier products/services
o Internal staff hardware and software
 Datacentre and customer site visits for infrastructure installations, maintenance and/or
changes
 Establish and maintain effective working relationships with cross-functional inter-
organizational teams Inputs to creation and maintenance of Support standards, reports,
processes and documentation Customer satisfaction based on response times and timeous
resolution / fulfilment

 

Minimum Requirements:
 National Senior Certificate / A/O Levels or equivalent
 N+, CCNA, A+, MCSE or equivalent Vendor/Industry technology certifications preferred
 Tertiary level diploma and/or degree, or ITIL certification, highly advantageous

 At least 3-5 years’ work experience ideally in the technology/service provider space, but not
essential 1-3 years’ experience in technical support, networking, server, infrastructure,
engineering, enterprise applications, and/or system integration
 Understanding of ICT and/or Telecommunications services and NOC/SOC management platforms
 Experience supporting or collaborating with customers (Enterprise), technology vendors and
suppliers

 

Interested candidates should contact Melissa Arumugam : Melissa.arumugam@durpro.co.za