Job ID: 7358

  • Jan 15, 2019
  • MDC Tower - Eastwood City
  • Cisco ASA
  • Firewalls
  • Network Infrastructure
  • Telephony
  • Internet Protocol
  • PBX
  • Network Security

Reporting to the Head of Service Delivery, the Operations Team manages the 24/7 operations of the Client and its customers. The key functions of the role are to support one of our key clients users, monitor system generated alerts, typically generated from both servers and routers, respond quickly to alerts and users ensuring all SLA’s and KPI’s are met. 

The Operations team is focussed on out of hours user support, remotely monitoring, managing and securing customer IT infrastructure, networks, applications and services. The user support will be mainly first line till/POS support and desktop support.  Utilising a variety of remote toolsets, the engineer will also investigate automatic alert-based tickets around infrastructure technology, networks and Enterprise Applications.  There is scope to develop skills around the areas of telephony and cloud-based services as well as a variety of other applications and infrastructure types.

Key responsibilities are as follows:

  • Provide help and advice to customers using the Client's products and services;
  • Communicate courteously at all times with customers and internal staff by telephone and email.
  • Investigate and solve customers' problems, which may be complex or long-standing problems that may have been escalated already
  • Triage and investigate all system generated alerts within SLA’s and KPI’s
  • Keep accurate records of discussions or correspondence with customers in the ITSM toolset;
  • Produce written information for customers.


  • Experience of supporting end users (desktop support)
  • Experience of monitoring toolsets and alerts generated (e.g. SolarWinds & SCOM)
  • 1st and 2nd line troubleshooting of Windows operating systems
  • 1st and 2nd line troubleshooting of windows core applications, predominantly Skype for Business
  • 1st and 2nd line troubleshooting of networking devices
  • Understanding of VOIP

Other Requirements

  • Highly self-motivated
  • Time management, attention to detail, expectation
  • Ability to approach problem solving in a clear and concise manner
  • Must have excellent verbal and written communications skills in English. 
  • Ability to work under pressure and to tight deadlines
  • At least 2 years’ experience working in a Service Desk type environment
  • Basic understanding of IT principles including change management
  • Experience of using a ticket-based IT Service Management toolset

MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

Cultures and Values

We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.