System Technician (Code: SFABST)

This is a remote position.

• Provide client support in accordance with Spirit's high standards.
  
• Provide mentor support to systems technicians.
  
• Answer incoming calls from clients, raise tickets and record accurate details.
  
• Respond to new and existing tickets
  
• Act as a point of contact for clients for Incidents and Service Requests.
  
• Perform systems engineer support as required such as:
  

• Configure and deploy workstations and other relevant hardware
  
• Diagnose and resolve application, server, desktop and network issues
  
• Communicate with clients in a clear and professional manner
  
• Manage expectations as required and work to resolve client issues
  

• Accurately record all time and details performed on tickets.
  
• Communicate with clients as required: keeping them informed of scheduled events, and ticket progress.
  
• Respond to client outages in required time frames based on organizational and industry standards
  
• Understand organizational and industry processes and applying them to incidents and problems.
  
• Document any changes in line with organizational and industry standards and drive the accurate completion of documentation.
  
• Initiate process reviews and recommendations and work with managers to maintain them.
  
• Work with vendors and third parties as required for resolution of client issues.
  
• Attend client sites at scheduled times as required for resolution of client issues.
  
• Engage with account managers for highlighting potential client risk.
  
• Proactively monitor and maintain client environments.
  
• Provide professional service to clients while meeting contract obligations.
  
• Assist Professional Services and senior team when required with projects and/or major outages.
  
• Where necessary, participate in after-hours works and on-call roster
  

Requirements

• Excellent time management skills
  
• Proficient in both verbal and written communication & Microsoft Office
  
• A keen interest in IT and Telecommunications
  

• 1-2 years experience in a similar role
  
• Experience with ITSM Tools and methodologies
  
• Relevant Tertiary IT qualifications, Industry and ITIL certifications
  
• Experience with remote support, offering end-user support to clients, within a Remote Desktop Services environment
  
• Working knowledge and experience with Microsoft 365, Hyper-V, Microsoft Exchange, Server & Network management
  
• Familiar with Active Directory and Group Policy
  
• Understanding of networking fundamentals and diagnostic processes
  

Benefits