Service Engineer (Network & Voice) at AVI Limited

• The purpose of the role is that the Service Engineer must provide users guidance and first-level support by assisting in problem resolution.  They are to provide a high quality technical and procedural assistance with all aspects of technology. Responsibilities include the ability to identify, research and resolve technical problems; respond to telephone calls, calls directly assigned to them, emails and in-person request for technical support. Take ownership of technical issues as well as resolve, document, track and monitor problems. The Service Engineer is tasked with complying with all of the policies and procedures associated with IT Service Management. 

Reporting Structure: Service Engineer Team Lead 

Job Specification:

Key Performance Areas:

• Management and resolution of systems related incidents and outages
• Ensure Third Party calls are followed up on
• Ensure grade of service remains above 85% on the wallboard
• Maintenance of systems; system management, deployment and monitoring tools 

Minimum Requirements:

Experience:                                                                   

• 2 years’ experience of working in a Service Desk or IT support environment
• 1 years’ experience working with Windows operating systems
• 1 years’ experience supporting handheld devices and tablets such as Samsung, iPhones and iPads
• 1 years’ experience and working knowledge of Networks essential (TCP/IP, DHCP, Ethernet, VPN etc.)
• 1 years’ experience of using Microsoft Active Directory
• 1 years’ experience with Anti-Virus software
• 1 years’ experience of MS Systems Centre Configuration Manager 

Qualifications:

• Matric/Grade 12
• Diploma in Information Technology
• Advanced Diploma or Equivalent in Information Technology would be advantageous 

Minimum Certificate(S):

MCSA (Microsoft Certified Solutions Associate)

• Installation, Storage, and Compute with Windows Server 2016 (Storage and Disk, Data dedupe, HA, DR, Clustering)
• Networking with Windows Server 2016 (DNS, DHCP, IPAM, VPN, DFS, SDN)
• Identity with Windows Server 2016 (AD DS, AD CS, AD FS) 

Advantageous Certificate(s):

• CCDA – Cisco Certified Design Associate
• CCNA – Cisco Certified Network Associate (Wireless)
• CCNA – Cisco Certified Network Associate (Data Center)
• CCNP – Cisco Certified Network Professional (Routing and Switching)
• Valid VCP6.6-DCV (VMWare Certified Professional - DC Virtualisation)
• VMCE (Veeam Certified Engineer v9+)
• MS System Centre (SCCM, SCOM, SCSM, Orchestrator)
• MS EMS (Enterprise Mobility Suite) - RMS, ATA, Intune
• RHCSA (Red Hat Certified System Administrator)
• DCA (Dell Certified Associate) - PowerEdge
• DCP (Dell Certified Professional) - PowerEdge
• DCA (Dell Certified Associate) - Storage
• TinTri-U

Valid MCSE

• Core Solutions of Microsoft Exchange Server 2016
• Planning and Administering SharePoint 2016
• Advanced Technologies of SharePoint 2016
• Skype for Business: Fundamentals
• Skype for Business: Infrastructure Planning and Design
• Troubleshooting Skype for Business 2016
• VMCE-ADO (Veeam Certified Engineer v9+ - Advanced Design and Optimisation)
• VMCA (Veeam Certified Architect)
• RHCSA (Red Hat Certified System Administrator)
• Valid CCNA
• Valid VCPA6-DCV Deploy
• Valid RHCE (Red Hat Certified Engineer)
• DCP (Dell Certified Professional) - SC Series Storage
• TinTri-U completion
• Valid MCTS (Microsoft Certified Technology Specialist): Administering and Deploying System Center Configuration Manager
• Valid MCTS (Microsoft Certified Technology Specialist): Administering and Deploying System Center Operations Manager 

Technical Competencies & Knowledge:

• Good understanding of MS Office products
• Working knowledge of a range of diagnostic tools
• Desktop troubleshooting and support
• Networking Methodologies
• Mobile Device Support
• Remote Connectivity Support
• MS Windows Server Competency
• Management and resolution of complex systems issues and outages
• Operation of management and monitoring tools to identify and provide solutions to performance and capacity of systems
• Provide expert support to desk staff ensuring that best practice is applied
• Provide ongoing cross-skilling and training to service desk personnel 

Additional Requirements:

• Required to work overtime including after-hours, weekends and/or public holidays if there is an emergency at work
• Required to work standby from home when required
• Limited requirement to travel to site if there are not enough Field Engineers and there is an emergency at another site 

Competencies:

• Thinking Analytically
• Thinking Rationally
• Building Relationships
• Articulating Information
• Inviting Feedback
• Meeting Deadlines
• Attention to Detail
• Maintaining Productivity 

Closing Date 02 July 2023