Available Jobs at Solid Systems

Responsibilities: 

•  Review and prioritize incoming support tickets from various channels (phone, email, web portal, remote support tools) based on impact, urgency, and customer needs. 
• Manage ticket queues and ensure a balanced workload distribution among IT professionals. 
• Assign tickets to the appropriate queues based on skill sets, issue urgency, resource availability, and workload. 
• Triage and accurately document user support issues according to established procedures, focusing on impact and urgency. 
• Engage directly with customers to resolve support tickets, aiming for first-call resolution or to gather additional information as needed. 
• Monitor real-time ticket volumes, identify trends, and create reports to improve resolution time, reduce handoffs, and enhance customer satisfaction. 
• Proactively alert management of escalations or potential service disruptions and assist as required. 
• Escalate tickets ensuring ticket information is updated with relevant notes and fields. 
• Merge tickets and parse out multiple topics when included in a single ticket submission. 
• Serve as the first point of contact for user phone calls to the Service Desk. 
• Act as a liaison between clients and the Technical Team effectively communicating technical information in layman's terms. 
• Resolve incidents with known solutions according to the knowledgebase, support standards, and established procedures. 
• Deliver exceptional customer support, adhering to Solid Systems values and standards. 
• Perform ticket analysis in line with the problem management process.  
• Collaborate with IT professionals to ensure ticket completion within agreed-upon SLAs. 
• Liaise with suppliers and vendors to resolve client issues and procure necessary resources. 
• Maintain accurate documentation of support activities, resolutions, and client interactions. 

Requirements

Role Requirements: 

• Matric.  
• Business/Operations Qualification will be advantageous. 
• 3 years' experience in a similar environment and industry. 
• Ability to work effectively in a team and thrive in a fast-paced environment. 
• Strong logical reasoning and self-starter. 
• Strong attention to detail and commitment to follow through on tasks and requests. 
• Display a sense of ownership and responsibility for delivering high-quality service. 
• Excellent communication skills, both verbal and written, with the ability to actively listen to client needs. 
• Technical background or familiarity with technology concepts is considered an asset. 
• Willingness to travel locally and nationally to support business and client needs. 
• An understanding of the importance of client confidentiality is essential. As an IT service provider, you will have access to privileged information and must ensure that all data and devices are securely protected both physically and through other appropriate measures. 

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Role Responsibilities: 

• Provide Level 2 remote support troubleshooting to clients to resolve technical issues in line with SLA.
• Provide Level 2 Onsite Support to clients to resolve technical issues. 
• Conduct recurring visits - Remote or onsite.
• Handle escalations from Level 1 and Junior IT Pros. 
• Reduce average ticket SLAs.  
• Provide after-hour support as per company policy. 
• Take incoming calls, assist if possible or redirect to the correct person. 
• Take the initiative to provide assistance to team members. 
• Tickets are reviewed correctly as per the 8-point checklist prior to acknowledging. 
• Assist with the implementation of project tasks.  
• Ensure clients are satisfied with the services and value delivered.  
• Escalate client issues/risks to the relevant Manager.  
• Identify and collaborate on opportunities to add more value to existing clients. 
• Complete tasks allocated to implement digital transformation technologies for selected customers and projects. 
• Follow SOPs and Assist with the creation of SOPs and processes.
• Identify opportunities for developing new SOPs or processes.
• Provide suggestions for the continuous improvement of SOPs for the Technical Team to ensure efficiencies and improve customer service. 
• Utilise standardised project templates and processes to ensure efficiencies and add customer value. 
• Post time entries in real time. 
• Provide input to estimated hours from a technical perspective. 
• Complete project tasks as per the project lifecycle.  
• Ensure Project processes and tasks are up to date on systems. 
• Maintain accurate documentation and tooling (IT Glue, N Central, Autotask) in real-time. 
• Upskill and provide the opportunity for new team members to work shadow.  
• Participate and contribute to Level 10 meetings.
• Ensure productivity is optimized with technical excellence.
• Deal with escalated queries and projects.
• Submit reports on time (Timesheets, expense reports, overtime reports and standby reports).  
• Drive a mindset of delivering a WOW factor service that delights our customers. 
• Provide technical training and technical input on the training schedule.  
• Take accountability to creating and execute on own personal and professional development plan. 
• Act in accordance with company culture and values.

Requirements

Role requirements:  

•  IT Qualification.
• 5+ Years of IT Support experience in a similar role. 
• Microsoft Certifications.  
• Demonstrated experience in a Managed IT Services environment.  
• Great English speaking, reading, and writing skills with brilliant communication and the ability to explain complex technology in a way that our clients easily understand. 
• Ambition and an eagerness to learn and improve yourself. 
• Driver's license.  
• Willingness to travel locally and nationally to support business and client needs. 
• An understanding of the importance of client confidentiality is essential. As an IT service provider, you will have access to privileged information and must ensure that all data and devices are securely protected both physically and through other appropriate measures.