Job Description

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

• 3-6 years minimal IT experience.
• 2 years minimal experience in an enterprise server environment with administration and problem resolution of Windows Server.
• 2 years minimum experience in virtualized workloads (VMWare / Hyper-V).
• Language Proficiency: English and Afrikaans: (Written and Verbal)
• Extensive knowledge of Desktops, Laptops, printers, and Network Copiers.
• Extensive knowledge of Microsoft 365 Suite (Licensing, Products, Services).
• Extensive knowledge of Windows 10 and 11 Operating Systems.
• Knowledge of Redundancy Strategies (RAID, HA, Failover, MPIO).
• Knowledge of Hypervisors (VMWare, Hyper-V, Azure).
• Knowledge of Windows Server 2012+ Operating Systems.
• Knowledge of Active Directory, DNS, DHCP, RDS Roles, and functions within these 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.
• (Advantageous) Knowledge of SAN Storage Management.
• (Advantageous) Knowledge of Public Services (DNS, Public IPs, Subnetting).
• (Advantageous) Knowledge of Firewall Management (ACL, Zones, NAT).
• (Advantageous) Knowledge of Installation and Maintenance of Proxy Servers.
• Grade 12 Certificate.
• CompTIA A+ and N+.
• CCNA/CCNP.
• MCITP/MCSE on Windows Server 2012+.
• Microsoft 365 Administration.
• (Advantageous) Microsoft Azure Certification.
• (Advantageous) Vendor Certifications (HPE, DELL, LENOVO, IBM, etc).

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

• Deliver support via email, phone, or remote assistance when required.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and other peripherals.
• Apply basic network principles to troubleshoot connectivity problems.
• Utilize Active Directory for resolving issues related to GPOs, logon scripts, and user management.
• Install, configure, and maintain Windows 10/11 and associated software suites (Office 365, OneDrive, SharePoint, AzureAD).
• Provide hands-on support for hardware component replacement in desktops and laptops.
• Maintain accurate documentation of IT inventory, software licenses, and configurations.
• Ensure compliance with security protocols and company policies.

2nd Line Support:

• Support and troubleshoot issues, investigate incidents, and analyze system metrics, logs, traffic, and configuration changes.
• Manage and maintain the Microsoft Hyper-V and VMware environment.
• Ensure patch compliance and assist with troubleshooting of patch failures.
• Collaborate with Customer Engineers on complex issues and project roll-outs.
• Perform server and security audits, system backup procedures, and other recovery processes in line with disaster recovery and business continuity strategies.
• Integrate servers (email, print, backup) into enterprise systems.
• Provide support for Microsoft Active Directory and Windows-based systems across the enterprise, including directory and identity management solutions.
• Lead projects related to infrastructure and network improvements or upgrades.

3rd Line Support:

• Oversee and maintain server and network systems, troubleshooting any issues that arise.
• Design, implement, and manage the organization's IT infrastructure, including servers, storage, networking, and security systems.
• Ensure all escalations are actioned and production is returned to a normal state within the SLA time frame.
• Visit client sites to troubleshoot, configure, and implement IT solutions.
• Resolve hardware issues, liaising with third-party vendors as needed.
• Continuously seek improvement opportunities in IT systems and service delivery.
• Maintain comprehensive documentation for all system and network configurations.
• Stay current with industry trends and best practices in infrastructure and network engineering.
• Manage capacity effectively to optimize system performance.
• Compile reports such as Health Checks on Server Infrastructure for clients.
• Collaborate with other IT professionals to identify and implement solutions for complex technical issues.
• Ensure backup systems are operational, and the backup policy is enforced and adhered to.
• Analyze existing systems and operations and develop preventative maintenance strategies.
• Identify potential problems and notify relevant stakeholders in a timely manner.
• Strong problem-solving skills required to lead in situations with major outages.
• Adhere to Change Management and Incident Management processes.

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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