Role: Service Desk Engineer – Level 2

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:

Ensuring our client’s systems and network infrastructure smooth running, ensuring they get maximum benefits from them. Activities may include:

• Log all customer issues, queries, and requests into the ticket management system.
• Provide Level 2 Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
• To action Hardware configurations and software installations.
• Manage and work to internal and customer SLA’s, escalating any concerns.
• Create and maintain customer-specific infrastructure documentation.
• End to end ownership of problem resolution.
• Managing client expectations through clear communications.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
• Undertake all other reasonable requests.
• On-call weekend work required on rotation

Qualifications & Experience:

• Proven experience as a service desk engineer supporting SME’s
• Experience of working in a customer-facing role
• Familiar with working to Service Level Agreement (SLA)
• Working as part of a broader service delivery function.
• Supporting multi-site clients.
• Microsoft Windows Server
• Microsoft Office 365
• Microsoft Office Exchange
• Active Directory
• 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.
• A methodical approach is suitable for to resolution of client requirements.
• Able to manage to change workload and priorities.

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.