MIT Field Services
| Location | Johannesburg, South Africa |
| Date Posted | November 3, 2022 |
| Category |
IT / Information Technology
|
| Job Type |
Full-time
|
| Currency | ZAR |
Description
Our client is looking for an MIT Field Services.
Duties & Responsibilities
Purpose
- Assisting with Remote Support to all MIT clients
- First Line troubleshooting
- Resolve customer queries in a timely manner
- Communicate in a clear and concise manner both in written form of emails, ticket comments, and verbally, as well as internally and on the phone with customers.
- Report root cause of issues
- Weekly Clients visits
- Assist with Standby when requested
Objectives:
- Reach SLA percentage of 90%+
- Complete KPI Allocated Tickets (monthly amount of 260 tickets)
- Achieve mean time to respond KPI under 1 hour
- Achieve mean time to Repair KPI Under 4 Hours
- Achieve training completion as per KPI
- Update Tickets Daily on BMS including Voice recording from Vobi or Calls from CIC
- Tickets to be logged in BMS for all work Carried out.
- All tickets must be updated with Time Logs.
- All Server Checks to be Completed before 10AM
- BCCM to be updated before 9AM
- Must be signed into CIC and available at Shift Start time.
- All calls to Customers must always take place through Vobi or CIC and call recordings enabled.
- Ticket pools to be checked and Actioned While on Standby.
- All calls to be Answered in a timely Manner when on standby.
- To be on time for Client meetings/ Site Visits
- To be Neat when onsite/Client premises
- Ensure Solid tickets are completed for stock and customer signoff when job completed
Desired Experience & Qualification
Education:
- A+
- N+
- MCSE / MCSA
- Fortinet NSE 4
- MCP (Cloud Computing)
Experience:
- 5 Years in IT Related Position
- 2-3 years’ experience in a service desk, call centre and Field Services environment.
Interested?
InspHired Recruitment Solutions
Applying Instructions
Interested?
InspHired Recruitment Solutions
As hleigh van der Westhuizen
Block 8, Bryanston Gate Office Park, Bryanston
2191 Johannesburg
https://insphired.co.za/