We are looking to place an onsite Level 2 support engineer at the Yakum office to provide all deskside services as and when needed.
We have a global support team who will be working with you in this role and so collaboration is important.
As part of this extended support team you will work with Service Desk leads as well as Level 1(Global) and Level 3 (Global) support teams where required. The Level 1 and Level 3 support teams will offer remote assistance and are not based on site. All support needs are managed via a global ticketing system named Service Now.
WHAT YOU WILL DO
On site assistance with End user support tasks around the local office (Printers, Installations, Guidance, maintenance tasks, Etc.)
Provide a smart hands function for the global support teams in times of need (Connecting console cable to network infrastructure, working on changes with network team, Etc.)
Manage service requests for the region via Service Now ticketing platform (reviewing open tickets, closing service requests, logging of new requests, Etc.)
Working with global team to carry out global initiatives/projects (E.g. Modern management rollout)
You will be the interface between the caller and global support teams where applicable.
Requirements: You will be the face of IT support locally.
You will need to be professional in your way of providing support and be polite and welcoming at all times.
You are required to work efficiently and proactively to resolve support requests withing set SLAs.
Communication during a support case with the caller is imperative.
This position is open to all candidates.