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Mainframe Support Engineer

Ebene, MU, -

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. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

Job Description

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


Key Accountabilities

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

SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

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