IT Operations Support Engineer Application Support
6 days ago
- Address customer issues andresolving them to provide a superior service to our customers bothinternal and external. Ensuring that the service provided is inline with the specific qualitative or quantitative targets and KeyPerformance Indicators of the task.
- Analysereported incidents and providing solutions to the users enablingthem to resume their work with minimum disruption as per agreed SLOand to complete IT service requests.
- Update thestatus of an incident or service request in the tool. To make surethat they hold up-to-date information before action on any incidentor service request. To ensure that the tool and relevant team areupdated.
- Set expectations for the customerbased on agreed SLOs (timeframes andformat).
- Provide quickfixes/workarounds/solutions to be updated in the Known errordatabase for the Problem Management Team. To identify recurringproblem areas and to articulate trends for root cause analysis. Toliaise with problem management to give a more permanent problemresolution. To proactively identify & highlight issues, toreduce the possibility of system downtime forusers.
- Ensure deployment projects are carriedout using best practices of Project Management, as outlined in thedepartmental Work Practices. Satisfactory Customer feedback must beobtained after every project.
- Liaise withvendors, IT coordinators, and other IT teams to ensure a high levelof system availability.
- Adhere to IT Policy,Standards & Procedures, and the audit & financeregulations.
- Maintain the integrity of theconfiguration items in the Configuration Management Database as perEGIT Policy, for his responsible area
To be considered forthe role, you must meet the belowrequirements:
- Bachelor's degree inInformation Technology.
- 3+ Years Experience inInformation Technology Communication.
- Trainingcourses in communication, application support and customer supportaspects from a recognised vendor or traininginstitution.
- Experience in the computer andcommunication industry as a support engineer dealing withapplication support.
Engineering
Employment Type : Full-time
Department / Functional Area: Engineering
Experience: years
Gender: Male
Vacancy: 1
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