Specialist Support Engineer – Durban

Specialist Support Engineer – Durban

IT

 
 
The Systems Support Tier 2 Engineer is responsible for ensuring critical issues are resolved to client satisfaction, meeting service level agreements.
The Systems Support Tier 2 Engineer provide effective and efficient 2nd level response to a fault/ticket and management of the company’s external and internal customers, resolve 2nd level issues and escalate issues to Tier 3 Support Engineers.
 
    • Undertake and manage in depth troubleshooting activities that exceeds customer expectations.
    • Ticket SLAs and KPIs are achieved.
    • All tickets relating to service requests, incidents and problem management are completed accurately and within agreed timeframe.
    • Provide administrative support services for servers, desktop computers, routers, switches, firewalls, tele­phony, printers, application deployment, and security updates.
    • Understanding of VMWare technologies including vSphere, vCentre Server and Desktop virtualisation.
    • Configuring and troubleshooting Firewall devices, Site-Site VPNs and access rules and WAN connectivity.
    • ISP related support on behalf of client and manage portals.  
    • Ensure clients and the IT department are regularly updated on progress of tickets/issues
    • Assist IT system engineers and desktop support staff with problem resolution at a second-tier support level.
    • Take ownership of incidents and manage through to resolution where possible.
    • Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with agreed SLAs
    • Coach and mentor first line technicians
    • Evaluate network performance issues, including availability, throughput, and latency, and then define and implement appropriate network policies and procedures.
    • Executing and/or assisting with any scheduled maintenance/upgrades
    • Monitor networks to ensure compliance, security and availability.
 
Requirements
    • Minimum IT Diploma – A+, N+, MCP
    • 5 Years relevant experience
    • Knowledge of servers, switches, VPN, Firewalls
    • CCNA advantageous
    • MS Server OS
    • Active Directory
    • Good knowledge of Microsoft Office, Microsoft 365, OneDrive, SharePoint and Teams.
    • Knowledge of Networking technologies
    • Configuring switches, routers, and firewalls
    • Desire to learn and grasp new concepts quickly
    • Demonstrate strong presentation, communication and organisational skills
    • Analytical thinking
    • Must possess a very high level of attention to detail in his/her work.
    • Be a good team player
    • Solid work ethic, ability to work well under pressure
    • Critical thinking
    • Problem solving skills solve technical problems on existing applications