Description

Environment: 

A Cape Town based IT Help Desk Company, working with customers based in the US,

is seeking a fulltime 2nd Line Senior Support Engineer to form part of a very

busy technical support team working Monday to Friday 2pm to 11pm.

Main Duties

As a Support Engineer you will play a key role having complete ownership to

resolve complex technical issues, responsible for technical incident

management, second line support, remote monitoring of business critical

products. Crucially, this role requires excellent communication, diagnostic and

troubleshooting skills. Due to the diverse nature of incidents and technology

supported, we seek engineers with a consultative style and a genuine

willingness to learn new skills.

Specifically, your responsibilities will be:

•       Service

Desk Management

•       Technical incident

management for escalated tickets

•       Remote monitoring of

business critical products and service levels utilising bespoke applications

•       Firewall configuration and

troubleshooting

•       Proactive server monitoring

and reporting

•       ITIL awareness (or similar)

•       Back up monitoring and

reporting.

The Ideal Support Engineer will have:

•       24 - 36

months direct applied work experience with a Managed Service Provider or

similar experience

•       Experience of virtualised

environments

•       Excellent Microsoft Office

365 administration knowledge

•       Solid and demonstrable

Exchange server experience

•       Solid and demonstrable

Terminal Server experience

•       Solid and demonstrable

Active Directory (AD) experience - group policies, OU’s, domains

•       VB or Powershell Scripting

knowledge

•       Flexibility to participate

in the on call support rota

Additional desirable skills are:

•       MCP\MCSA\MCSE\MCITP\CCNA

at least one of these certifications

•       Experience with using and

configuring mail on mobile devices

•       Some experience of

diagnosing Mac hardware and software issues, or have a good understanding of

Mac hardware and software

•       Knowledge of other vendors

including VMWare and Symantec is advantageous;

Also, you are:

•       Flexible

in working hours. This role will be evening work Monday to Friday.

•       Able to prioritise tasks

whilst maintaining a clear customer focused approach

•       Reliable and willing to

solve client service requests

•       Keen for new experience,

responsibility and accountability

•       Able to provide

justification and recommendations of where client infrastructure can be

improved