Role: Lead Technical Engineer

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:

Assisting with carrying out proactive maintenance, reactive incident response, and planning and delivering the wider project roadmap. 

Carrying out third line support for issues escalated from the internal IT team.

The individual will need to meet customer requirements efficiently and strive to resolve issues and complete planned tasks by delivering the right solutions first time, on time, every time. Problem ownership with clear, concise customer communication whilst managing expectations is also key.

Responsibilities:

• Log all client issues, queries, and requests into the ticket management system.
• Ensuring the client's systems and network infrastructure run smoothly and securely as well as helping to get the maximum benefit from them.
• The individual will need to meet client requirements efficiently and strive to resolve issues and complete planned tasks by delivering the right solutions on time.
• Problem ownership with clear, concise client communication whilst managing expectations.
• Providing level 3 server, network and desktop technical support, diagnosing issues and providing a high level of first time fix.
• Actioning hardware configurations and software installations.
• Managing and working to client's SLAs, escalating any concerns.
• Creating and maintaining customer specific infrastructure documentation.
• End to end ownership of problem resolution.
• Point of escalation for the internal IT team.
• Taking responsibility for continual professional development ensuring up to date industry and technical knowledge.
• Undertake all other reasonable requests in accordance with the client's support requirements or strategic technical goals.

Qualifications & Experience:

• Proven years of experience as a senior service desk engineer supporting SME’s, with 3-5 years as an L2 service desk engineer
• Experience of working in a customer-facing role
• Familiar with working to Service Level Agreement (SLA)
• TCP/IP and OSI Networking model
• Layer 2 technologies, such as switching and 802.11 wireless
• IP Routing in a multi-subnet infrastructure
• Firewall maintenance and configuration
• VPN technologies as Remote User, Site-to-Site and Site to Azure solutions
• OU \ Directory Structure
• Group policies
• DNS
• Sites, Subnets and Services
• Kerberos and NTLM
• Entra – including SSO / SCIM Provisioning
• Azure AD Connect
• IaaS Networking and Virtual Machines 
• Azure SQL DB 
• Azure App Services 
• Conditional Access 
• MS Intune – MDM and Endpoint Management – Packaging and test
• Defender for Endpoint 
• SharePoint Online

Click here to explore our company benefits.

At Advania, we are dedicated to the growth and development of our employees, which is reflected in our diverse learning ecosystem. Whether through self-paced online courses or provider-led training sessions, Advania ensures that all employees have access to valuable learning opportunities. We offer a range of benefits designed to support training for personal development, business needs, and client requirements.

Discover how LinkedIn Learning has become our central Learning Experience Platform (LxP) driving skill development across our organization by reading our LinkedIn Learning Case Study

#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.