MAINFRAME SUPPORT ENGINEER Professional1 month ago - Jobs - Ebène - 46 views
SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in 10 countries in Europe and Mauritius. Our goal? We bring people solutions to life
ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE THE FOLLOWING:
Apply technical knowledge, skills and expertise to provide support service to clients and take ownership of customer issues reported and see problems through to resolution.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge base tech notes and articles.
Installing and configuring computer hardware operating systems and applications.
Monitoring and maintaining computer systems and networks.
Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.
Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
Replacing parts as required.
Providing support, including procedural documentation and relevant reports.
Following diagrams and written instructions to repair a fault or set up a system.
Supporting the roll-out of new applications.
Setting up new users' accounts and profiles and dealing with password issues.
Responding within agreed time limits to call-outs.
Working continuously on a task until completion.
Prioritizing and managing many open cases at one time.
EXPECTATIONS, EXPERIENCE & KNOWLEDGE
Because of the critical nature of this role, we can only consider candidates who can demonstrate that they meet the following minimum requirements:
Background in IT – degree or diploma holder.
Microsoft certifications MCSA & MCSE.
Ability to perform to agreed time scales and to departmental and project standards.
Very good analytical/functional skills.
Knowledge of microsoft operating systems, pc and hardware troubleshooting, office tools.
At least 2 years' experience in IT support environment.
Work efficiently on support tasks.
Drive to ensure responsiveness and resolution time targets are met.
Analyze and prioritize incidents/change requests, ensuring that the incident/change request process are being followed.
Ensures documentation/log completeness.
Support business users.