A UK digital company with offices in Cape Town seeks the expertise of a Tech Specialist to provide technical escalation for the relevant virtual team’s technology focus. This will include escalation tickets; change requests or projects depending on customer requirements. The ideal candidate will require experience supporting: Windows Servers, Citrix (Virtualisation, Networking, Mobility), Microsoft Cloud platform and infrastructure, VMWare & Egnyte.
Take ownership of tickets escalated to you within the required agreed SLA’s.
Prioritise and manage several open issues at one time.
Exceptional troubleshooting skills.
Fully supporting, configuring and maintaining customer server environment.
Contribute to and improve internal knowledgebase and assets.
Mentor and provide support colleagues.
Provide prompt and accurate feedback to clients.
Direct unresolved issues to technical lead.
No supervision required.
Additional General Duties –
Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
Take ownership of escalated and/or complex tickets allocated to them or their relevant Virtual team (“VTs”) ticket queue and professionally manage them through to resolution or escalation.
Ask targeted questions to apply accurate troubleshooting.
Deliver clear Change management.
Involvement in problem management to identify root cause analysis.
Contribute fully as an active team member and ensure personal and team objectives are achieved.
Maintain a professional relationship with clients and peers.
Report potential client facing risks.
Report customer feedback and potential product request.
Maintain your own personal development plan with support from your manager.
Collaborate with other teams to maintain standards and functionality.
Availability during your shift hours (which may incur shift & desk rotation).
Troubleshoot, maintain and support a wide range of systems.
Initiate, update, approve and maintain knowledge articles.
Deliver assistance to Technical Specialists.
Ensure Service Level Agreements (“SLAs”) are met.
Citrix (Virtualisation, Networking, Mobility)
Microsoft Cloud platform and infrastructure
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
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