T1 IT Service Agent – Remote

SPECIFICATION

A dynamic, vibrant and growing IT company is looking for an IT Service Agent (T1) to be responsible for providing technical support and assistance to all 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.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

Compliance with the Ticket Lifecycle Management: focus areas include, but are not limited to:

• 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: focus areas include, but are not limited to:

• Compliance with customer rules, processes and procedures while attending to work at customer offices.
• Compliance with Onsite Statement of Work (SoW).

Escalations: focus areas include, but are not limited to:

• 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): focus areas include, but are not limited to:

• 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.

REQUIREMENTS:

• Matric or NQF equivalent.
• A+ and N+ or equivalent.
• Microsoft MCSA or MCSE
• Experience in Microsoft 365 and Azure environments
• Certification or Degree in IT advantageous.
• Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous).
• 3+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician

Personal Competencies

• 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.