Role: Service Desk Engineer - 2nd Line - Out of Hours

Location: Cape Town

About Us:
We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.

As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.

Position Overview:

To provide technical software, hardware and network problem resolution to clients. Perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment. Provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Responsibilities:

• Able to communicate verbally and in writing to both technical and non-technical audiences
• Creative, analytical problem solver with the ability to apply original and innovative thinking
• Methodical approach suitable to resolution of client requirements
• Able to manage changing workload and priorities
• Able to work both within a team and using own initiative
• Configure, troubleshoot issues using all MS windows server platforms
• PC/Server Hardware – diagnose and upgrade, both hardware and firmware on PC’s
• AD – configure new users, new OU’s, configure sites and services, resolve issues
• DNS – running through the Active Directory-based DNS structure to ensure domain entries exist for Domain Controllers, Services and devices. Troubleshooting name resolution issues on endpoints using standard tools
• IP networks, TCP/IP, DHCP etc, routers, switches, broadband, firewalls
• Understanding of Backup technologies, understanding of Cloud Repositories are advantageous
• Ability to troubleshoot failed backups and copy jobs
• Group Policies – Understanding and Basic troubleshoot issue

Qualifications & Experience:

• Proven experience as a ServiceDesk engineer supporting SME’s
• Experience of working in a customer facing role
• Familiar with working to SLA’s to meet both customer and contract requirements
• Working as part of a wider service delivery function
• Experience with Microsoft Dynamic operating systems and online services including installation and maintenance
• Exchange Technologies
• Active Directory
• Firewalls, Router & VPN technologies
• Microsoft Office and 365 services
• Sage X3 technologies (Desirable)
• Cloud and traditional Phone systems (Desirable)
• OneDrive for business (Desirable)
• SharePoint and SharePoint document libraries (Desirable)
• Databases – SQL (Desirable)

Click here to explore our company benefits.

#LI-Hybrid

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.