IT Operations Support Engineer Application Support

• Address customer issues and resolving them to provide a superior service to our customers both internal and external. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
• Analyse reported incidents and providing solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.
• Update the status of an incident or service request in the tool. To make sure that they hold up-to-date information before action on any incident or service request. To ensure that the tool and relevant team are updated.
• Set expectations for the customer based on agreed SLOs (timeframes and format).
• Provide quick fixes/workarounds/solutions to be updated in the Known error database for the Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
• Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.
• Liaise with vendors, IT coordinators, and other IT teams to ensure a high level of system availability.
• Adhere to IT Policy, Standards & Procedures, and the audit & finance regulations.
• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area
  

To be considered for the role, you must meet the below requirements:

• Bachelor's degree in Information Technology.
• 3+ Years Experience in Information Technology Communication.
• Training courses in communication, application support and customer support aspects from a recognised vendor or training institution.
• Experience in the computer and communication industry as a support engineer dealing with application support.