Senior Technical Engineer at Content+Cloud

Description

We are looking for an experienced Senior Technical Engineer to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.

The candidate will be part of the wider Modern Workplace team within CSD and will be primarily playing a key role in our Managed Device service offering. This aims to proactively manage devices and applications for our customers through automation of the toolsets involved. The role will include packaging customer applications and deploying them to the customer’s end users and a good understanding of change and release management will be required.

The candidate should have ambitions to become our subject matter expert on our Managed Device service and become a key advocate of the offering, delivering knowledge share sessions, writing up best practices in the form of Standard Operating Procedures and client focused Knowledge Base articles.

As the role develops and evolves, we see this role focusing on the more of the automation of the service leveraging Microsoft Graph API and Azure DevOps to drive further operational efficiencies and standards.

Requirements

• Provide technical support for primarily Modern Workplace technologies but also some Azure services. Primarily Office 365 (including Teams & OneDrive) and Intune services with

• Carry out daily checks for our customers and troubleshoot any issues out of the back of these.

• Managing and checking the overall server health and functionality across multiple client environments

• Communicating directly with end users via telephone and email.

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

• Triage incoming tickets to incidents or requests within the ITSM toolset.

• Prioritise and manage several open tickets at one time.

• Take ownership of technical escalation into the Modern Workplace team.

• 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 for technical escalations.

Health and Safety

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

Specific capabilities

• Experience working within a Service Desk in a Managed Service environment

• 2+ years’ experience supporting Microsoft 365 (including Exchange Online, SharePoint Online, Teams, OneDrive and Intune)

• Good understanding of server platform requirements (Windows Server 08/12/16, IIS)

• Good understanding of Active Directory Domain Services (AD, DNS)

• Good understanding and capability using PowerShell

• Excellent demonstrated customer service skills

• Strong documentation and communication skills

• Experience with a ticket management toolset.

• Experience with Remote Desktop tools

• Experience in supporting SharePoint and Exchange on-premises infrastructure would be desirable.

• An understanding of Power Platform especially PowerApps & Power Automate would be desirable.

• Microsoft Certification MCSE, MCITP, MCSA in SharePoint and/or Office 365 is beneficial

• Education: Computing related Degree or equivalent industry experience

A successful candidate possesses the following characteristics and abilities:

• A keen appetite to learn

• Proactive, driven, and enthusiastic

• Good organisational skills and strong attention to detail

• Excels in a fast-paced & challenging environment

• Works well in a team environment

• Ability to search and understand KB articles to troubleshoot customer issues.

• Interested in engaging with the IT pro community

Benefits

• Job Type: Permanent

• Salary bracket: R20 000 - R25 000 per month

• 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