Third Line Support Engineer at Datafin Recruitment

DUTIES:

• Logging and progressing support tickets (incidents & changes) through their MSP systems.
• Provide remote 3rd line technical IT support for tickets escalated.
• Troubleshoot and resolve hardware and software related incidents based on Microsoft systems.  
• Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs.
• Take ownership of incidents and manage through to resolution where possible.
• Attend to proactive and reactive monitoring alerts in order to ensure minimum disruption to customers.
• Meet client expectations in terms of quality of work and delivery to deadlines.
• Action customer enquiries effectively in a timely fashion as per prescribed SLA.
• Produce information reports upon request.
• Build and maintain the company’s reputation & customer relationships.

REQUIREMENTS:

• Matric or equivalent secondary education
• VMware VCP  
• MCSE/MCITP or multiple MCP certifications
• Cisco CCNA
• 5+ years’ experience in an IT Service Desk support environment (3rd line support)
• 5+ years’ experience supporting VMware hypervisor (1+ year exposure to VMware NSX and vSAN)
• 5+ years’ experience supporting Cisco/HPE networking environments
• 3+ years’ experience supporting firewalls (FortiGate, WatchGuard, Cisco)  
• 3+ years’ experience supporting SAN storage  
• 5+ years’ experience supporting Microsoft Systems; Servers, Exchange/365, Active Directory, DNS, DHCP, etc
• Exposure to HP, Dell & Cisco datacentre hardware, software, and storage technologies.
• Exposure to modern Backup & Disaster Recovery technologies (Veeam, Zerto)
• Exposure to Public Cloud (Azure, AWS) and/or VMware-based Private Cloud (IaaS, DRaaS, BaaS)
• Very strong technical understanding of current industry-leading datacentre technologies
• Customer relations skills: ability to understand and comprehend customer concerns and requirements
• A desire for continuous learning and career development
• Ability to work both individually and as part of a team

Advantageous:

• Experience providing support in the Managed Service Provider (MSP) industry
• Proficiency in an additional European based language(s) will be advantageous
• ITIL Foundation certification
• Linux LPIC certification(s)
• Citrix support experience (XenApp/XenDesktop/NetScaler)

Exposure to:  

• Configuring & working with Office 365
• Configuring & working with Multifactor authentication (MFA) technologies (Microsoft, Duo, Okta)
• Cyber Security technologies and applications
• Citrix NetScaler and XenApp  
• Scripting (PowerShell, Bash, Phyton, etc.)