IT Support Engineer (Tier 3) at Intelligent Debt Management

Job Summary 

The Intelligent Debt Management (IDM) Group, South Africa’s largest and multi-award-winning debt management company, has a position available for a Senior Support Engineer.

The successful candidate will be responsible for service delivery of technical support and escalations in a fast-paced environment. Forming part of the IT Operations Team, you will need to strive to add value and help the team drive continuous service improvement of IDM IT Operations.

Key responsibilities: 

• End-user remote and in-person support as required by the service desk
• Responsible for troubleshooting and resolving end-user incidents and requests
• Handle escalated tickets from Tier 1 and Tier 2 support, providing timely and effective resolutions.
• Analyse and troubleshoot intricate technical problems, identifying root causes and implementing permanent solutions.
• Serve as the primary point of contact for vendor escalations, liaising between vendors and our technical team to resolve high-level issues.
• Collaborate with internal teams, including Tier 1 and Tier 2 support, development, and project management, to facilitate comprehensive problem-solving.
• Communicate complex technical issues and resolutions to clients in an understandable manner, ensuring transparency and maintaining trust.
• Proactively update clients on issue resolution progress, especially for vendor-related escalations, to ensure continuous satisfaction.
• Communicate complex technical issues and resolutions to clients in an understandable manner, ensuring transparency and maintaining trust.
• Proactively update clients on issue resolution progress, especially for all escalations (internal and vendor), to ensure continuous satisfaction.
• Execute tasks as required by Service Desk and/or management
• Focus on client-centricity, speed and satisfaction
• Planning daily workload in an independent way
• Use remote management and connectivity tools to support users
• Engage with third parties as and when required to fulfil tasks
• Get involved with Senior Engineers to deliver complex projects
• Assist with the mentorship of team members
• Provide technical insight and expertise to queries from internal team members and customers
• Create knowledge base documentation for procedures

Requirements: 

• Minimum 4-years IT Support experience
• Relevant tertiary qualification
• Troubleshooting day-to-day IT-related issues
• Remote support (Forticlient; Datto RMM)
• Windows server support and management, i.e. FTPS, file server management, etc
• Basic Linux support
• VSan support (Creating VMs and maintaining resources)
• 3cx support (Telephony Application)
• EMS support
• Advanced Microsoft O365 support (Admin level on the entire environment)
• IT infrastructure support, i.e. network, servers, printers, etc
• On-boarding and off-boarding support for new joiners
• Azure support and management
• PRTG monitoring
• Support and binding of SSL certificates
• Setting up new Notebooks
• AD Support
• DNS Support
• FortiGate - Firewall support
• VEEAM backup and replication
• QNAP support
• Basic Mimecast support
• Zimbra management