2nd Line Service Desk Engineer at Content+Cloud

Description

We are looking for an experienced 2nd Line Service Desk Engineer to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.

Generic Duties and 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 or their relevant Virtual team (“VT”) ticket queue 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.

Support Services Engineer Duties and Responsibilities:

• Telephony:

• answer overflow calls and attempt first call resolution.

• confirm and capture accurate information.

• Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s

• Prioritise and manage several open tickets at one time.

• Apply extreme attention to detail.

• Effective troubleshooting skills related to your relevant area of support.

• Take ownership of technical escalation.

• Contribute to and improve internal knowledgebase assets.

• Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.

• Provide prompt and accurate feedback to clients.

• Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.

• Requires a level of supervision.

Health and Safety

To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.

Requirements

The ideal candidate will have/be:

• Proven technology industry experience providing support at a 2nd Line level or above

• Excellent written and verbal communication and interpersonal skills 

• Use initiative and creativity to solve more challenging issues

• Formal IT qualification (Minimum AZ-104)

• Experience and knowledge in several of the technologies detailed below

• Server Infrastructure

  • HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds

• Azure

  • Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL

• 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

Generic essential individual attributes

• Process-focused

• Excellent technical ability in one or more key virtual team areas

• Able to prioritise under pressure and work to deadlines

• Flexible, calm, and approachable, ‘can do’ attitude

• Solid customer relations skills to understand client/client representatives concerns and requirements

• Willingness to gain relevant qualifications and accreditation's

• Own (reliable) transportation

Benefits

• Job Type: Permanent

• Salary bracket: R18 000 - R25 000

• Role based out of our Century City offices (currently working remotely)

• 40 - 45 hours per week (Based on UK time zone)

• Retirement Fund & Medical Aid

• Death, Funeral and Disability cover

• 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)

• Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)

• Continual professional development plans

Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.

Content + Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. Further to this, in accordance with Content + Cloud SA’s Employment Equity plan, preference will be given but not limited to candidates from designated groups. As part of our compliance requirements, we do undertake background checks which, dependent on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.

We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment.