Job Description

Job SummarySenior Support Engineer (Hardware, Hyper-V, Active Directory) IT - Software Development
Cape Town - Western CapeENVIRONMENT:PROVIDE a high level of support to Enterprise clients of a dynamic Internet Service & Network Specialist seeking your strong technical expertise to join its team as its next Senior Support Engineer. You will be responsible for providing Senior Enterprise Server support to all Western Cape clients and software support services will include Microsoft Windows Server, VMware, Veeam, Microsoft Exchange, and Hyper-V. The individual will also be responsible for troubleshooting hardware issues across platforms HPE ,Dell, Lenovo, Huawei, IBM etc. platforms. You will need Matric/Grade 12, ITIL v2 Foundation & MCSA 2016 or equivalent Certification with Exchange 2010 or higher, Active Directory & Hyper-V. A strong cross skill will be advantageous.DUTIES:Escalation Management -

• Assist with escalations from 1st and 2nd Line Support Engineers.
• Provide 2nd to 3rd Line datacentre, network, and security support.
• Where needed, escalate to 3rd Line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
• Manage and drive to resolution escalated incidents, problems, and requests.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.

Problem solving -

• Remediate technical issues identified by audit risk findings and monthly reporting.
• Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.
• Own Root Cause Analysis and Problem Management.
• Provide advanced-level of desk side support for desktop-related technical issues.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.

Service Improvement -

• Identify opportunities to innovate, extend and enhance service delivery.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Track and monitor service levels and implements action plans to improve.
• Proactive follow-up on escalated issues.
• Participate, lead, and initiate various projects to continually improve the customer environment.
• Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
• Gauge the effectiveness.

Documentation -

• Adherence to process.
• Operate within process controls and apply due diligence in following standard operating procedures.
• Ensure that complete and accurate resolution descriptions are captured for each ticket.
• Ensure adherence to all customer and internal policies, procedures, and standards.

Creation -

• Create and update documentation related to installation procedures and troubleshooting.
• Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.

Maintenance -

• Ensure that all applicable site documentation and standard operating procedures are maintained up to date.

Relationship Management -

• Communication
• Develop and maintain a professional working relationship in support of the Service Delivery Manager with the following:

• Clients
• End-users
• Supporting teams.
• 3rd party vendors.
• Communicate oral or written feedback and technical information to all levels.
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
• Manage customer satisfaction through effectively communicating and managing customer expectations.
• Work closely with customers possessing varying levels of IT knowledge and provides end user technical support.
• Remain courteous, tactful, honest and professional in all communication and interactions with customers and other parties.
• Regularly follow-up on outstanding queries with other entities who are involved with specific calls.
• Provide training as required.
• Work with executive team members, decision makers, and stakeholders to define customers requirements and systems goals, and to identify and resolve customer systems issues.
• Perform research and continued effort towards education for the purpose of improving knowledge - and experience-levels in the products/systems supported by the company and training for the team.

REQUIREMENTS:

• Matric or Grade 12 Essential.
• Microsoft MCSA 2016 or equivalent.
• Extensive experience supporting Microsoft Exchange 2010 or higher.
• ITIL v2 Foundation.
• Extensive experience supporting Active Directory and Hyper-V.
• Extensive experience supporting multi-Vendor Hardware platforms.
• Is a team player and ensures cohesive workflows between interdepartmental teams.
• Self-starter with a proven track record and contactable references.
• Own reliable transport and Drivers License.

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