A UK tech company is seeking a strong technical 2nd Line Engineer to join the Desk team in its Cape Town office where you will provide exceptional support to over 400 clients and thousands of end users globally. The ideal candidate must have experience in a similar role providing IT Support in a commercial environment, have supported Microsoft Office, Exchange, Office 365, Active Directory, Server, MAC OS, Azure, Mimecast, Egnyte as well as solid customer relations skills.
Deliver high-quality remote support on a range of technical incidents and problems across the client base.
Respond appropriately to, and effectively resolve, customer incidents, queries or complaints.
Troubleshoot, install, maintain and support a wide range of SME IT systems.
Have a ‘hands on’ problem solving approach; solving problems within strict SLA timeframes.
Work on cases remotely via phone, email and Internet.
Hardware, software, desktop, network and infrastructure support.
Take ownership of incidents assigned to you and manage them through to resolution.
Ensure SLA’s are met; time to respond, time to resolve and first-time-fix.
At least 1-year experience providing IT Support in a commercial environment.
Experience supporting Microsoft Office, Exchange, Office 365, Active Directory, Server, MAC OS, Azure, Mimecast, Egnyte.
Excellent communication and interpersonal skills.
Formal IT qualification, ideally MCSE/MCITP or multiple MCPs.
Excellent technical ability in one or more key virtual team areas.
Very good technical understanding of current leading technologies, suppliers and industry terminology.
Able to prioritise under pressure and work to deadlines.
Excellent decision making, judgement, planning and organisation skills.
Flexible, calm and approachable, ‘Can Do’ attitude.
Solid customer relations skills to understand client / client representatives concerns and requirements.
Able to work well within team, supporting other team members.
Willing to gain relevant qualifications and accreditations.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
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