L1 Service Engineer – (Night Shift)

L1 Service Engineer – (Night Shift)

IT
KZN

 
The Level 1 Service Engineer is responsible for resolving requests in the company’s platform. In a professional and timely manner.
The role entails providing ‘fix on first call’ to issues reported by customers.
 
The role requires the following:
    • Strong communication skills both verbal and written
    • Willingness to grow in the role and learn new skills on the job
    • Sense of urgency in completing service requests according to service level agreements
    • Resourcefulness to use the tools provided by the companyConceptual understanding of customer support
 
TICKET RESOLUTION:
    • Compliance to the Company’s Service Delivery Guidelines, Policies & KPIs
    • Resolve service tickets in line with existing service level agreements with clients
    • Contact client to request further clarification or additional information as requested
    • Setting expectation during the ticket life cycle  
 
TECHNICAL SUPPORT:
      • Resolve 1st level technical issues in accordance to best practices and guidelines of service delivery  
      • Provide ‘fix on first call’ to customers  
      • Manage lifecycle of service tickets in line with established service level agreement with clients  
      • Relay vital technical information to clients by phone, email, or ConnectWise  
      • Utilize internal resources in troubleshooting issues   
 
 
Apply below.