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