T1 Support Engineer at Cloud Direct

Purpose

• This is an exciting opportunity to be part of an international Managed Service Provider (MSP) - we’re looking for an ambitious, energetic Service Desk Engineer to join the rapidly expanding Cape Town office.
• The role offers fantastic growth opportunities – work hard, learn as you go and work your way up the support ladder. You’ll be engaging with a range of internationally based clients, so the ideal candidate needs to be well spoken and an excellent communicator.
• The role itself involves remote support and escalation to the senior support team. As the “front door”, you’ll be representing the business, so the responsibility is on your shoulders to provide a professional and positive first impression whilst ensuring a reliable resolution of customer technical issues when raised via the clients help desk.

Role

• First response customer interaction, triage and information gathering
• Extensive communication; Inbound and outbound calls, email and internal communications
• Case hygiene; creation, classification, escalation and management
• Accurate time logging
• Remote support on and array of hardware and support systems
• Adhering to business processes and procedures
• Standard Operation Procedure (SOP/KB) creation
• Detailed resolution summary
• Requires 24/7 shift rotation and working from the office
• Mentoring of lower tiers
• Ability to work effectively under pressure
• Can serve as an escalation point

Technical Skills

• Higher education diploma or degree in Computer Science, Information Systems, engineering, or minimum 2 - years hands on experience in an IT Desktop/Server support role

Essential:

• Windows desktop - Microsoft Operating Systems
• Microsoft Office Suites
• Microsoft Active Directory / Exchange Hybrid Configuration
• Microsoft Office 365 (Admin Center)

Preferred:

• Microsoft Server 2012 and above
• Administration of Microsoft Exchange 2013 and above
• Knowledge of Microsoft Azure (AZ900, AZ103)
• Knowledge of Microsoft 365 (MS900, MD-100MD-101, MS-100MS-101)
• Knowledge of monitoring systems (PRTG)
• Knowledge of PSA tools (Service Now)
• Knowledge of RMM tools (Kaseya, LogMeIn)
• MCSE/MCP certification or qualifications