IT Service Agent (T2 / T3)

at  HR TALENT PARTNER

JOB OVERVIEW

• Date Posted: Posted 1 day ago
• Location: Bellville, Western Cape
• Job Title: IT Service Agent (T2 / T3)
• Education Level: Diploma
• Job Level: Intermediate
• Minimum Experience: 3 - 5 Years

IT SERVICE AGENT (T2 / T3) REQUIRED IN BELLVILLE.

A leading Managed IT Services Provider is looking for a ‘‘IT Service Agent (T2 or T3)’’ to join their team on a full-time permanent basis in Cape Town.
Excellent compensation package plus internal career advancement opportunities.
The primary role of the IT Services Agent (T2 or T3) is responsible for providing technical support and assistance to all the clients. The IT Service Agents may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions. The IT Service Agents will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.

Requirements:

• Extensive experience within a Managed Service Provider (MSP) environment
• Strong network implementation skills
• Matric or NQF equivalent
• A+ and N+ or equivalent
• Microsoft MCSA or MCSE
• Certification in Microsoft 365 and Azure environments
• Certification or Degree in IT advantageous
• Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous)
• 5+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician

Responsibilities:

• Compliance with the Ticket Lifecycle Management:
• Respond to logged tickets, and log ticket if no ticket exists
• Ensure tickets are classified & prioritized accurately
• Ensure time entries are captured accurately, consistently, and timeously
• Provides regular and timely updates to all parties (internal and external) on incident statuses
• Ensure quality communication and that updates and resolutions meet stakeholder requirements
• Field Support:
• Compliance with customer rules, processes and procedures while attending to work at customer offices
• Compliance with Onsite Statement of Work (SoW)
• Escalations:
• Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response
• Notify relevant stakeholders
• Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly)
• Provide root cause analysis for major incident in the form of a Major Incident Report
• IT Information Library (ITIL) and IT Service Management (ITSM):
• Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies
• Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date
• Release and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice
• Configuration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined
• Ensure subscriptions are tracked and renewed, with renewal reminders in place
• Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunities

Personal Attributes:

• Strong interpersonal & leadership skills
• Excellent decision-making skills
• Ability to analyse and resolve problems
• Fluent verbal and written English communication skills
• Professional and confident communicator
• Effective listening skills
• Dynamic and high energy levels
• Good follow-up skills
• Be patient, tactful, diplomatic, and approachable
• Ability to work under pressure and meet deadlines
• Work accurately, meticulous, and high attention to detail
• Excellent organizational, planning and time management skills
• Ability to multitask and prioritize
• Strong administration skills
• Enjoy working in a team, but also can work independently
• Computer literate

• Compliance with the Ticket Lifecycle Management:
• Respond to logged tickets, and log ticket if no ticket exists
• Ensure tickets are classified & prioritized accurately
• Ensure time entries are captured accurately, consistently, and timeously
• Provides regular and timely updates to all parties (internal and external) on incident statuses
• Ensure quality communication and that updates and resolutions meet stakeholder requirements
• Field Support:
• Compliance with customer rules, processes and procedures while attending to work at customer offices
• Compliance with Onsite Statement of Work (SoW)
• Escalations:
• Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response
• Notify relevant stakeholders
• Communicate updates consistently and regularly (for Major incidents, updates should be at least hourly)
• Provide root cause analysis for major incident in the form of a Major Incident Report
• IT Information Library (ITIL) and IT Service Management (ITSM):
• Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies
• Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date
• Release and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practice
• Configuration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately defined
• Ensure subscriptions are tracked and renewed, with renewal reminders in place
• Identify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunitie