Role: Senior Level 3 Service Desk Engineer

Location: Cape Town (Hybrid)

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:

The key deliverables of a Senior Level 3 Service Desk Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as exceptional analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.

Responsibilities:

• Respond appropriately and deal with queries or complaints in an effective manner (i.e., punctual; polite and with empathy).
• Take ownership of tickets allocated to them and professionally manage them through to Resolution or escalation.
• Ask targeted questions and apply accurate troubleshooting.
• Contribute fully as an active team member and ensure personal and team objectives are achieved.
• Collaborate with other teams to maintain standards and functionality.
• Maintain a professional relationship with clients and peers.
• Utilise excellent customer service skills and exceed customers’ expectations.
• Report potential client facing risks.
• Report customer feedback and potential product request.
• Maintain your own personal development plan with support from your manager.
• Collaborate with other teams to maintain standards and functionality.
• Undertake any other tasks as assigned by management.
• Availability during your shift hours (which may incur shift & desk rotation).
• Troubleshoot, maintain and support a wide range of systems.
• Ensure Service level agreements (“SLAs”) are met.

Qualifications & Experience:

• Log, and Investigate customer tickets, where possible applying a permanent fix or an agreed workaround to restore service;
• Provide Level 3 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of first time fix;
• End to end ownership of a customer ticket, identifying the underlying cause and managing the implementing of a permanent solution, escalating to a Senior Engineer as necessary;
• Manage and work to internal and customer SLA’s, escalating any concerns;
• Managing client expectations through clear communications;
• Work closely with the customer to maintain and support the infrastructure and the customer’s tickets effectively;
• Action Hardware and software installations;
• Create and maintain customer specific infrastructure documentation within the IT Glue Knowledge System;
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge in line with business need;
• Ensure all time is captured within accurate time entries within the Connectwise Manage PSA tool – submit timesheets weekly;
• Undertake all other reasonable requests.
• Be able to work with the following systems:
• Server Infrastructure
• HP & Dell, Microsoft Server OS through to 2019, VMWare, and AD related aspects of Intune, server rebuilds
• Azure Azure AD
• Backup technologies
• VEAAM, Azure Backup, Backup Exec, MABS
• Active Directory
• DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
• 3rd party Line of Business application troubleshooting E.G Sage
• Microsoft Office and 365 services
• Meraki
• Firewall, Router and VPN technologies

Click here to explore our company benefits.

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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.