Key Roles and Responsibilities:

• Monitors client infrastructure and solutions
• Identifies problems and errors prior to or when they occur
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigates first line incidents assigned and identifies the root cause of incidents and problems
• Provides telephonic or chat support to clients when required
• Schedules maintenance activity windows for patching and configuration changes
• Follows the required handover procedures for shift changes to ensure service continuity
• Reports and escalates incidents where necessary
• Ensures the efficient and comprehensive resolutions of incidents and requests
• Updates existing knowledge articles or create new ones
• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
  
  
  

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNA or relevant level 1 Network Security certification is good to have. Certifications carry additional weight on a candidate’s qualification for the role.

Required Experience:

• Entry-level experience with troubleshooting and providing the support required in security / network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organisation
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.)
• Working knowledge of ITIL processes