Job Description

Western Cape, CPT - Northern SuburbsMonthly Cost To Company (Market related)Our client in the IT industry is currently looking to employ a Senior Customer Engineer ,based in Cape Town.A wonderful career opportunity awaits you.Requirements:.

• Grade 12 Certificate
• CompTIA A+ and N+
• CCNA/CCNP
• MCITP/MCSE on Windows Server 2012+
• Microsoft 365 Administration
• 3-6 year minimal IT experience
• (Advantageous) Microsoft Azure Certification
• (Advantageous) Vendor Certifications (HPE, DELL, LENOVO, IBM, etc)
• 2 years minimal experience in an enterprise server environment with administration and problem resolution of Windows Server.
• 2 years minimum experience in virtualised workloads (VMWare / Hyper-V).
• Extensive knowledge of Desktops, Laptops, printers, Network Copiers.
• Extensive knowledge of Microsoft 365 Suite (Licensing, Products, Services).
• Extensive Knowledge of Windows 10 & 11 Operating Systems.
• Knowledge of Redundancy Strategies (RAID, HA, Failover, MPIO).
• Knowledge of Hyper Visors (VMWARE, Hyper-V, Azure).
• Knowledge of Windows Server 2012+ Operating Systems.
• Knowledge of Active Directory, DNS, DHCP, RDS Roles.
• Knowledge of Installation and Configuration of Exchange / SQL Server.
• Knowledge of Basic Scripting Tasks for Large Scale Deployments.
• Knowledge of LAN / WAN Solutions.
• Knowledge of Networking (VLAN, Routing, Switching).
• Knowledge of ITIL processes and experience adhering to them in a production environment.
• Knowledge of Remote Monitoring Systems.
• Knowledge of SAN Storage Management.
• Knowledge of Public Services (DNS, Public IPs, Subnetting).
• Knowledge of Firewall Management (ACL, Zones, NAT).
• Knowledge of Installation and Maintenance of Proxy Servers.

Responsibilities and expectations but not limited to:1st Line Support:

• Support Delivery: Provide support via email, phone, or remote assistance.
• Issue Resolution: Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and peripherals.
• Network Troubleshooting: Apply basic network principles to resolve connectivity issues.
• Active Directory Management: Use Active Directory for GPOs, logon scripts, and user management.
• OS and Software Management: Install, configure, and maintain Windows 10/11 and software suites (Office 365, OneDrive, SharePoint, Azure AD).
• Hardware Support: Replace hardware components in desktops and laptops.
• Documentation: Keep accurate records of IT inventory, software licenses, and configurations.
• Compliance: Adhere to security protocols and company policies.

2nd Line Support:

• Issue Support and Troubleshooting: Investigate and resolve incidents, analyse system metrics, logs, traffic, and configuration changes.
• Virtualization Management: Manage and maintain Microsoft Hyper-V and VMware environments.
• Patch Compliance: Ensure adherence to patch compliance levels and assist with troubleshooting patch failures.
• Collaboration: Work with Customer Engineers on complex issues and project rollouts.
• Audits and Backups: Conduct server and security audits, perform system backups, and manage recovery processes in line with disaster recovery and business continuity strategies.
• Server Integration: Integrate email, print, and backup servers into enterprise systems.
• Active Directory Support: Provide support for Microsoft Active Directory and Windows-based systems, including directory and identity management.
• Project Leadership: Lead projects related to infrastructure and network improvements or upgrades.

3rd Line Support:

• System Oversight: Oversee and maintain server and network systems, troubleshooting issues as they arise.
• Infrastructure Management: Design, implement, and manage IT infrastructure including servers, storage, networking, and security systems.
• Escalation Handling: Ensure all escalations are addressed and production is restored to normal within SLA timeframes.
• Client Site Visits: Visit client sites to troubleshoot, configure, and implement IT solutions.
• Hardware Resolution: Resolve hardware issues and consult with third-party vendors when necessary.
• Continuous Improvement: Seek and implement opportunities for improvement in IT systems and service delivery.
• Documentation: Maintain comprehensive documentation for all system and network configurations.
• Industry Awareness: Stay updated with industry trends and best practices in infrastructure and network engineering.
• Capacity Management: Manage capacity effectively to optimize system performance.
• Reporting: Compile reports, including Health Checks on server infrastructure, for clients.
• Collaboration: Work with other IT professionals to resolve complex technical issues.
• Backup Systems: Ensure backup systems are operational and that the backup policy is enforced.
• Preventative Maintenance: Analyse existing systems and operations to develop and implement preventative maintenance strategies.
• Problem Identification: Identify potential issues and notify relevant stakeholders promptly.
• Critical Thinking: Employ strong critical thinking skills to lead and manage situations involving major outages.

Please note should you not receive a response within two weeks of applying you may assume that your application was unsuccessful.

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