Business Unit, Department, Reporting Job grade/level  OP1 Business Unit Cloud Platform Solutions  Department  Enterprise Cloud & Infrastructure Solutions  Position reports to  Manager: Wintel OS, WGS &Hypervisor Support  Span of Control  0 Core Description

Responsible for handling of client monitored server calls, investigation and troubleshooting general Server OS related issues, diagnosis and problem solving and assignment of calls during office hours and implementation of the Call tree escalation and after-hours escalation matrix for the different Technologies  

Key Deliverables / Primary Functions Monitoring multi-client servers using the Monitoring systems  Troubleshooting and resolving system issues with servers via remote desktop.  Installing-config-testing and maintaining OS application software and system management tools.  Perform tier level 2 and 3 support for business-critical systems and provide technical guidance to customers.  Escalating and monitoring calls 24/7.  Manage high priority P1/P2 incidents and liaise with the different BU’s to drive resolution.  Maintenance and support of Microsoft services; DHCP, DNS and FTP.  Resolving and assignment of calls to the correct competencies on multiple ticket logging systems  Core Functional Skills & Knowledge Information Technology Solutions Troubleshooting Techniques. Customer Focus Communication Time & Priority Management Core Behavioural Competencies 1. Job Match Rating2. Delivering Results3. Meeting customer expectations4. Teamwork5. Handling Pressure6. Communication and ImpactMinimum Qualifications NQF 4: Grade 12 National Diploma in IT/Business/CommerceAdditional Qualification preferred or advantage Experience

2 years experience

Certifications NoneProfessional Memberships in Relevant Industry Level of Engagement & Span of Control

Interact with similar levels at supplier and various stakeholders within BCX. 

Special Requirements/ Employment Condition Ability to cope under pressureValid Drivers licenseAbility to work staggered hours, shifts, overtime and respond to call-outsWorkplace/Physical Requirements Full-time Office Based position.Billable