End User Computing: Tier 2 Support Engineer (Roaming /Onsite) - JHB at Reflex Solutions

Purpose: 

The role of the Tier 2 Support Engineer is to provide support and maintenance on all the systems and services we provide, which consist of, amongst other things, Microsoft based systems, Apple Technologies, & Wireless Technologies. The Support Engineer will be required to go to client sites from time to time and/or be based at a client site for a period of time.

Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. You will aim to exceed the client’s expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the client’s end-users.

An excellent Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients

The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.

Duties and Responsibilities:

• Represent the Reflex brand, always remembering you are the face of the company
• Deliver exceptional service to internal and external clients
• Respond to clients within SLA
• Provide regular updates to clients with regards to incident updates
• Apple Technology Support
• Support & Maintenance of Hardware & Software
• Installing, Configuring and Installation of Microsoft OS, OS Services

Microsoft Server Technologies support

• Active Directory
• DFS
• GPO
• VPN
• Any Manager Services Application like Ninja or Manage Engine Desktop Central

Ensure that issues are resolved in line with Reflex’s processes and policies.

• Document and Maintain Customer Technical Procedures
• Complete and file checklists timeously
• Track and manage your work record via regular time and ticket/ task time entries
• Prioritize own tasks
• Establish relationship with IT Manager
• Provide guidance and training to client personnel, empowering the users to help themselves
• Escalate any ongoing, unresolved, or business critical problems to your Technical Operations Manager in a timely fashion.
• Ensure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.
• Keep abreast of modern technologies as well as Reflex Standard Operating Procedures (SOP).
• Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager

Minimum Requirements:

Education and Qualifications:

• Matric/Grade 12
• Apple Certified Associate
• MCSA (Desktop) / MCSA (Server)
• Official CompTIA A+ and/or N+
• Official Microsoft Certified IT Professional

Experience:

• 2 years’ experience in a support engineer role (providing first and second line support)
• Microsoft experience
• Understand Wireless Technologies
• Comprehensive knowledge and experience in Hardware and Software

Skills and knowledge

• Excellent Office skills (Excel, Word, and Outlook)
• Excellent communication skills (verbal and written)
• Assertive and able to “gets the job done”
• Excellent administrative skills
• Ability to cope under pressure
• Ability to multi-task
• Good interpersonal skills
• Attention to detail and high level of accuracy
• Planning, organizing and time management skills
• Able to document procedures and checklists
• Innovative
• Team player
• A professional appearance and approach
• Own, reliable transport and valid drivers’ license
• Willing to Travel Domestically or internationally if and/or when required.
• Willing to work Overtime when required