IT Specialist Services Agent (T2 / T3) required in Bellville.A leading Managed IT Services Provider is looking for a ‘‘Specialist Services Agent (T2 or T3)’’ to join their team on a full-time permanent basis in Cape Town.Excellent compensation package plus internal career advancement opportunities.The primary role of the IT Services Agent (T2 or T3) is responsible for providing technical support and assistance to all the clients. The IT Service Agents may interact with customers by phone or in-person to identify and diagnose issues, categorize and record reported queries and provide solutions. The IT Service Agents will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.Requirements:Extensive experience within a Managed Service Provider (MSP) environmentStrong network implementation skillsMatric or NQF equivalentA+ and N+ or equivalentMicrosoft MCSA or MCSECertification in Microsoft 365 and Azure environmentsCertification or Degree in IT advantageousExperienced working with ITIL and COBIT5 frameworks (certification will be advantageous)5+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technicianResponsibilities:Compliance with the Ticket Lifecycle Management:Respond to logged tickets, and log ticket if no ticket existsEnsure tickets are classified & prioritized accuratelyEnsure time entries are captured accurately, consistently, and timeouslyProvides regular and timely updates to all parties (internal and external) on incident statusesEnsure quality communication and that updates and resolutions meet stakeholder requirementsField Support:Compliance with customer rules, processes and procedures while attending to work at customer officesCompliance with Onsite Statement of Work (SoW)Escalations:Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate responseNotify relevant stakeholdersCommunicate updates consistently and regularly (for Major incidents, updates should be at least hourly)Provide root cause analysis for major incident in the form of a Major Incident ReportIT Information Library (ITIL) and IT Service Management (ITSM):Risk Management: Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategiesKnowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to dateRelease and Deployment Management: Assist with new client transitions, documenting the environment and deploying management tools and configurations, aligning the infrastructure to best practiceConfiguration Management: Ensure best practice configuration, and that items are monitored, policies and alert thresholds appropriately definedEnsure subscriptions are tracked and renewed, with renewal reminders in placeIdentify and implement hardware, software and process performance improvement opportunities and notify stakeholders of these opportunitiesPersonal Attributes:Strong interpersonal & leadership skillsExcellent decision-making skillsAbility to analyse and resolve problemsFluent verbal and written English communication skillsProfessional and confident communicatorEffective listening skillsDynamic and high energy levelsGood follow-up skillsBe patient, tactful, diplomatic, and approachableAbility to work under pressure and meet deadlinesWork accurately, meticulous, and high attention to detailExcellent organizational, planning and time management skillsAbility to multitask and prioritizeStrong administration skillsEnjoy working in a team, but also can work independentlyComputer literateApplying for this position:Only open to South African citizens.If you are interested in this great career opportunity, please send your CV with position title as reference.#J-18808-Ljbffr