Main Purpose of the Job: To provide first line IT support to OptiNet clients in accordance with OptiNet’s IT policies and procedures.

Job Outputs:

To log incidents with accuracy and quality information for:

  • quality service delivery,
  • meaningful stats and reports can be drawn and
  • 2nd line support team & the 3 rd party co-ordinator have sufficient data to diagnose and resolve the incident
  • To log Service Requests (IMAC’s) & escalate to 2 nd line support
  • To diagnose incidents accurately to quickly establish whether the agent can offer First Line Resolution or whether it needs to be escalated to the relevant 2 nd /3 rd level support.
  • To maintain a sense of ownership of incidents from logging to resolution, escalating where required.
  • To ensure incidents are resolved and executed in accordance withSLA
  • Provide excellent Customer Service which entails active listening and good communication skills.
  • To display a high sense of customer centricity and be team driven
  • To communicate effectively both in Afrikaans and English, both verbal and written
  • To have the ability to work to varied operating hours and perform standby duties

Skills in:

  • Computer literacy
  • Technical trouble shooting & diagnosis experience
  • Communication and listening skills

Ability to:

  • Follow instructions and work according to deadlines
  • Be proactive and take initiative
  • Communicate effectively (oral and written)
  • Demonstrate a good understanding of own area of specialization
  • Work both independently and cooperatively with others
  • Be analytical and problem solve
  • Give attention to detail

Qualifications Required

MCSE/A+, MCDST or relevant IT diploma

Closing Date: 10 February 2012

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