Level 2 Support Engineer

Purpose of the job

To provide exceptional IT support services and guidance ensuring that our clients can maintain enhanced levels of efficiency and productivity. To act as a formal representative of Numata and act as a brand ambassador, maintaining excellent customer service and protecting the Numata values.

Description

Level 2 Service Desk Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Engaging directly with clients, you are expected to be professional, helpful and to provide assistance with a sense of urgency, regardless of the level of incident. You will aim to exceed the clients expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the clients end-users. Additionally, you will be tasked with the upskilling and assisting L1 Engineers.

Duties and Responsibilities

• Represent the Numata brand, always remembering you are the first point of contact and the face of the company.
• Deliver exceptional service to internal and external customers.
• Following call queue policy and procedure.
• Respond to customers within SLA.
• Capture all details as accurately as possible in our PSA Platform, providing complete resolution descriptions.
• Analyze issues and develop resolutions in a timely fashion.
• Provide support to clients on all supported applications.
• Provide 1st line troubleshooting on networks and firewalls.
• Provide 2nd line support on tickets escalated from L1 Engineers.
• Provide regular updates to clients with regards to incident and service requests.
• Ensure that issues are resolved in line with Numata's best practices.
• Escalate any ongoing, unresolved or business critical problems to your Team Leader or MSOC Manager in a timely fashion.
• Track and manage your work record via regular time and ticket / task time entries.
• Provide guidance and training to customer personnel, empowering the users to help themselves.
• Create / update knowledge base articles / technical notes as solutions are identified or articles found to not be current
• Supervise all 3rd party product installations and / or the related repair and maintenance activities when required remotely.
• Identify and suggest possible improvements on procedures or systems to your Team Leader.
• Keep abreast of modern technologies as well as Numata Standard Operating Procedures.
• Assist and upskill fellow team members, especially L1 and Service Desk Engineers.
• Ensure all training requirements for the role is met in line with the Business expectations.
• Engage and coordinate with 3rd party vendors (i.e. Euphoria, Vodacom) to resolve / complete open incidents or projects.
• Provide support and assistance within the SERT when called on (which may at times be at short notice).
• Assist where required on the rotational L2 after-hours escalations schedule.