Senior Support Engineer at Reflex Solutions

Key duties and responsibilities:

Customer Support

• Deliver exceptional service to internal and external clients, being the face of Reflex.
• Respond to clients within SLA.
• Provide regular updates to clients with regards to incident updates.
• Provide Apple Technology Support.
• Provide Support & Maintenance of Hardware & Software.
• Provide advanced support on Microsoft Server, Microsoft 365 and Linux environments.
• Provide technical advise to the business and customers on infrastructure and solution design.
• Ensure that issues are resolved in line with Reflex’s processes and policies.
• Provide guidance and training to client personnel, empowering the users to help themselves.

Ticket Management

• Prioritize own tasks projects and tickets.
• Analyze issues and develop resolutions in a timely fashion.
• Track and manage your work record via regular time and ticket/ task time entries.

Documentation

• 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.
• Contribute to the knowledge base by documenting common issues and solutions.
• Maintain accurate records of support activities and resolutions.
   

Collaboration

• Establish a relationship with IT Manager.
• Communicate effectively with both technical and non-technical stakeholders.
• Escalate any ongoing, unresolved, or business-critical problems to your Technical Operations Manager in a timely fashion.
• Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager.

Training and Development:

• Stay updated on relevant, modern technologies, industry trends and Reflex Standard Operating Procedures (SOP).
• Participate in training sessions to enhance technical skills.

Minimum Requirements:

Required Education:

• BSc (NQF 7) Information Technology, Computer Science, or a related field.
• CompTIA: A+; Network +; Security +; and Server +
• Microsoft: MCSE; MS-102; AZ-104; AZ-140; and SC-300
• VMWare: VCAP-DCV
• Nutanix: Nutanix Certified Associate (NCA) v6.5; Nutanix Certified Professional – Multicloud Infrastructure (NCP-MCI); and Nutanix Certified Master – Multicloud Infrastructure (NCM-MCI) v6.5
• Linux: LPIC Linux Essentials Entry Level Certificate; LPIC-1 Linux Administrator Certification; and LPIC-2 Linux Engineer Certification.
• Apple: Apple Certified Support Professional

Required Experience:

• Minimum 5 years professional experience in a support engineer role, providing advanced support in:
• Microsoft Server OS, iOS, Linux
• Microsoft 365 Suite
• VMWare
• Microsoft Active Directory

Required Skills

• Ability and proven experience in documenting procedures and checklists
• Excellent verbal and written communication skills
• Ability to work well under pressure and meet tight deadlines
• Attention to detail and high level of accuracy
• Planning, organizing, and time management skills
• Strong analytical and problem-solving skills.
• Innovative
• Client-oriented and patient to deal with difficult clients
• A responsible individual who adopts a results drive approach.
• Positive attitude and a passion for the role
• Team player
• A professional appearance and approach
• Own, reliable transport and a valid driver’s license
• Willing to Travel Domestically or internationally if and/or when required
• Willing to work Overtime when required