Customer Service Engineer I

iOCO Infrastructure Services: Where Challengers and Innovators Thrive.

We are seeking a Customer Service Engineer I to join our team. The successful candidate will play a vital role in ensuring customer satisfaction and maintaining the reputation of the company by providing prompt, reliable, and effective technical support and assistance.

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What you’ll do:

Ensure the resolved status SLA of the service desk tool of the Customer is not breached by resolving tickets timeously.

Hold (valid/invalid): Ensure that tickets are updated in line with the Process (With approval from the Customer and a valid reason).

Ensure that tickets are acknowledged before they breach the ticket acknowledgement SLA of the service desk tool of the Customer.

Quality assurance management - Ensure that a QA average of 98% is achieved on all call management assessments individually, based on ticket management quality.

Performance management: Achieve specified daily target (individual monthly minimum average = 5/day resolved as further specified in the Resource SLAs set out in section 3 below.

Customer experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls.

Effective time keeping

Your expertise:

3+ Years practical in service delivery

Desktop support experience is essential

Supervisory responsibilities - Direct reports (If any); and Generalist.

Qualifications required:

Grade 12

A+

N+

Soft Skills

ITIL is advantageous

Mobility Support

MCSE

HP Hardware Certifications is advantageous

Other information applicable to the opportunity:

Contract position

Location: Gauteng

Work environment: Onsite (open plan office)

Travel: Own vehicle essential

Why work for us?

If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.

You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.

At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.