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Snr 2nd Line Support Engineer

IT – Support
Cape Town – Western Cape

ENVIRONMENT:
A fast-growing UK Tech company seeks the technical expertise of a process-driven Snr 2nd Line Support Engineer to join its team. The ideal candidate will require a formal IT tertiary qualification, proven technology industry experience providing support at a 2nd Line level or above, HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds, Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL, Veeam, Azure Backup, Backup Exec, MABS, Active Directory, DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS and 3rd Party Line of business application troubleshooting E.G Sage. The role will be remote until further notice.
 
DUTIES:
  • Respond appropriately and deal with queries or complaints in an effective manner (i.e., punctual; polite and with empathy).
  • Take ownership of tickets allocated to them or their relevant Virtual Team (“VT”) ticket queue and professionally manage them through to resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers.
  • Utilise excellent customer service skills and exceed customers’ expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain your own personal development plan with support from your Manager.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service Level Agreements (“SLAs”) are met.
 
Support Services Engineer Duties –
Telephony:
  • Answer overflow calls and attempt first call resolution.
  • Confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s.
  • Prioritise and manage several open tickets at one time.
  • Apply extreme attention to detail.
  • Effective troubleshooting skills related to your relevant area of support.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
  • Requires a level of supervision.
 
REQUIREMENTS:
  • Formal IT qualification (Minimum AZ-104).
  • Proven technology industry experience providing support at a 2nd Line level or above.
  • Server Infrastructure: HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds.
  • Azure: Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL.
  • Backup Technologies: Veaam, Azure Backup, Backup Exec, MABS.
  • Active Directory: DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS.
  • 3rd Party Line of business application troubleshooting E.G Sage.
  • Excellent technical ability in one or more key virtual team areas.
  • Solid customer relations skills to understand client/client representatives concerns and requirements.
  • Willingness to gain relevant qualifications and accreditations.
  • Own (reliable) transportation.
 
ATTRIBUTES:
  • Process-focused.
  • Use initiative and creativity to solve more challenging issues.
  • Strong written and verbal communication and interpersonal skills.
  • Able to prioritise under pressure and work to deadlines.
  • Flexible, calm, and approachable, ‘can do’ attitude.