Technical Support Engineer (Tier 2)

Permanent
Cape Town
Posted 7 days ago

A growing Managed Service Provider would like to appoint an engineer to take on the responsibility of providing around the clock support to their clients.

  • The Tier 2 Technical Support Engineer is responsible for providing our customers with high level support either as a point of escalation from the Tier 1 support engineers or in conjunction with other specialist teams within operations.
  • You will ensure that service level agreements are met whilst delivering reliable resolution of customer technical issues when raised via support lines, Live chat, email, self-service portals or identified through pro-active monitoring activities
  • You will act as their customers’ trusted advisor, building solid relationships and a sound understanding of their individual needs and desirables to add value through the provision of advice which meets their business challenges.
  • Working with the Service Support Manager, you will mentor and develop more junior engineers to assist their growth and distribute high level technical knowledge to all levels of the team.

Responsibilities

  • Monitor company and customer systems for signs of failure, irregularity or opportunities for improvement
  • Log tickets on our ITSM system for new incidents, changes, problems and requests and maintain regular updates until full resolution
  • Inform customers when an incident or problem occurs and provide regular updates until full resolution
  • Investigate and resolve incidents on company and customer systems
  • Act as a point of escalation for support calls which cannot be resolved by Tier 1 engineers
  • Perform routine maintenance tasks on company and customer systems to ensure they are secure, up to date and in-line with industry standards
  • Train and mentor Tier 1 engineers
  • Maintain accurate documentation on company and customer systems / environments
  • Escalate to Tier 3 support and/or vendors as necessary if timely Tier 2 resolution of an incident or problem is not possible
  • Respond to all customer, partner and supplier requests, telephone calls and emails in a timely and professional manner
  • Ensure target SLAs for response and resolution times are met

Skills and Knowledge Required

  • Backup Solutions (Veritas NetBackup, eVault, Datto, SolarWinds, CloudBerry, Attix 5)
  • Windows Server 2008, 2012, 2016
  • Windows Desktop 7, 8, 10
  • Microsoft Productivity Suites (Office 2010 – 2016)
  • Microsoft Active Directory
  • Microsoft Office 365
  • Microsoft Azure
  • Linux Command Line (SUSE Enterprise, Ubuntu)

Desirable Skills and Knowledge Required

  • Virtualisation Suites and Technology (VMWare, vSphere, Hyper-V)
  • Networking (Cisco Firewalls, Cisco Switches, HP Switches)
  • Storage Solutions (NetApp, EMC, Dell, HP)
  • Tape Libraries
  • Microsoft Exchange 2010, 2013, 2016
  • Microsoft SQL
  • NDMP

Qualifications and Experience

  • A minimum of 2-years, 2nd Line hands on experience in an IT Desktop/Server support role
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or MCSE/MCP/CCNA certification or qualifications are desirable
  • Logical approach to problem solving
  • Excellent inter-personal skills with good time management
  • Proven customer service & communication skills

Deadline for applications is 30/11/2018

For more information, call Nova Buchan on 073 393 9731 or send your CV to  Nova@capitaledgerecruitment.co.za

Job Features

Job CategoryInformation Technology

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