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Tier 1 Support Engineer

IT – Support
Cape Town – Western Cape

SERVE as the first point of contact to a diverse range of international clients providing remote support and escalation as your technical ability as a Tier 1 Support Engineer is sought by a fast-paced global provider of Managed Service and Cloud Solutions. Your role will also include Case hygiene, creating Standard Operation Procedure (SOP/KB), detailed resolution summary and mentoring lower Tiers. The ideal candidate will require a Degree/Diploma in Computer Science/Information Systems/Engineering or at least 2 years hands-on experience in an IT Desktop/Server Support role with essential proficiency in Windows, Microsoft Office Suite, Active Directory/Exchange Hybrid Configuration & Office 365 (Admin Center). It would also be preferred if in addition, you have a MCSE/MCP Certification.
  • First response customer interaction, triage and information gathering.
  • Extensive communication; Inbound and outbound calls, email and internal communications.
  • Case hygiene; creation, classification, escalation and management.
  • Accurate time logging.
  • Remote support on and array of hardware and support systems.
  • Adhere to business processes and procedures.
  • Standard Operation Procedure (SOP/KB) creation.
  • Detailed resolution summary.
  • Requires 24/7 shift rotation and working from the office.
  • Mentor lower Tiers.
  • Can serve as an escalation point.
Essential –
  • Degree or Diploma in Computer Science, Information Systems, Engineering, or minimum 2 – years hands on experience in an IT Desktop/Server support role.
  • Windows desktop – Microsoft Operating Systems.
  • Microsoft Office Suite.
  • Microsoft Active Directory / Exchange Hybrid Configuration.
  • Microsoft Office 365 (Admin Center).
Preferred –
  • MCSE/MCP certification or qualifications.
  • Microsoft Server 2012 and above.
  • Administration of Microsoft Exchange 2013 and above.
  • Knowledge of –
    • Microsoft Azure (AZ900, AZ103)
    • Microsoft 365 (MS900, MD-100MD-101, MS-100MS-101)
    • Monitoring systems (PRTG)
    • PSA tools (Service Now)
    • RMM tools (Kaseya, LogMeIn)
  • Ability to work effectively under pressure.