Echo offers much more than just a flexible working environment and great benefits.

 

We make sure that every candidate we recruit is placed in a position that matches their skills and strengths with company and client requirements.

Happy staff make clients happy, so great care and consideration is applied during the process to ensure that each placement results in optimum productivity and job fulfillment

We are a proud Level 4 BBBEE contributor.

For further information on careers and vacancies, please send an email to careers@echosp.co.za


Network Support Engineer (Tier 2) 

Johannesburg, SA   I   Operations   I   Full Time

The role is responsible for providing clients with professional second-line remote technical support and engineering service by proactively identifying and resolving technical incidents and problems.

The role will restore service to clients by managing incidents and seeing them through an effective resolution. Their primary objective is to ensure all requests, process events, and resolution incidents result in zero missed SLA conditions. It includes reporting and escalating issues to 3rd party vendors if necessary.

When required, they will take responsibility for receiving calls and incidents at the service desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.

Assists with the implementation of agreed remedies and preventative measures.

This position typically works under limited supervision and direction. Incumbents of this position will regularly exercise discretionary decisions and need to be self-sufficient.

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Service Delivery Manager 

Johannesburg, SA  I  Operations  I  Full Time

A Service Delivery Manager's (SDM) role focuses on keeping clients satisfied with the business services through managing incidents and problems, resolving any reliability issues, tracking service metrics, providing leadership and directions and co-coordinating the delivery of services to key clients.

The position ensures that customer expectations are met or exceeded. Responsible for ensuring the engineering team is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service

The key responsibilities of the service delivery manager are governance across all areas of Echo’s service delivery process, continual service improvement and customer satisfaction, and playing a key role in ensuring the highest level of operational service delivery. Accountable for the efficient and comprehensive resolution of incidents, problems, events and requests.

The Service Delivery Manager is required to collaborate and engage with various stakeholders to ensure continuous delivery of service against the agreed Service Level Agreements and act as the point of escalation for the client.

The Service Delivery Manager is required to have a comprehensive understanding of the client’s environment and procured services; it is expected that the SDM fulfils the capacity of a trusted advisor and consultant on the client’s portfolio to make recommendations and ensure best practices are promoted and implemented wherever possible.

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