Senior Support Engineer (Active Directory, GPO, Entra ID, Intune) (Northern Cape) at Datafin Recruitment

ENVIRONMENT:

• PROVIDE high-level support for user and infrastructure environments ensuring careful and optimal call management and efficiencies as the next Senior Support Engineer sought by a dynamic Internet Service & Network Specialist to join its team in the Northern Cape.
• You will manage End-user Computing environment/users and call escalations to 2nd Level including leading the onsite EUC Engineers and supporting Entra ID & Intune Endpoint Management. The ideal candidate must have Matric/Grade 12 and be A+/N+ or MCSE Certified or possess a relevant IT tertiary qualification with a minimum of 3 years’ experience delivering End User Computing (EUC) Support Services in a customer environment.
• You must also be able to create users and manage Active Directory, have GPO experience, be proficient with PC builds and Endpoint installations. Applicants must be available to provide after-hours Standby support.

DUTIES:

• Able to correctly analyse and prioritize calls and requests according to business impact and urgencies as well as financial impact.
• Manage EUC environment/users and call escalations to 2nd level.
• Must be able to support Entra ID, Intune Endpoint Management.
• Lead the onsite EUC Engineers ensuring SLA compliance.
• Liaise between users, IT Outsource providers and internal IT processes.
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
• Identify and escalate persistent incidents.
• Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirm call resolution with end user before resolving of the call on ITSM.
• Maintain service and quality levels according to the company’ business standards, processes and procedures.
• Create and update documentation related to all Standard Operating Procedures.

REQUIREMENTS:

Qualifications –

• Matric Grade 12 (Compulsory).
• A+ or N+ / MCSE or tertiary IT qualification.

Experience/Skills –

• At least 3+ years’ experience delivering End User Computing (EUC) Support Services in a customer environment.
• AD and GPO experience (Creating users and managing AD).
• Proficient at PC builds and Endpoint installations.
• Must be available to provide after-hours Standby support.

Advantageous –

• ITIL proficiency.

ATTRIBUTES:

• Self-managed.
• Strong attention to detail.
• Ability to communicate oral or written feedback and technical information to all levels of end-users.
• Must be a team player with the ability to work in and with a virtual team.
• Must be able to work independently.
• Must be able to cope under pressure.
• Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.