IT Support Engineer

Johannesburg, Gauteng
Permanent
Full-time

3 days ago

My client in the MSP / IT industry is looking for a highly functional IT Support Engineer.Being a managed service provider (MSP) entails being a third-party company that takes on the ongoing, day-to-day responsibilities, monitoring and maintenance of a range of tasks and functions for another company (the client).
This role combines hands-on technical expertise, adheres to service level agreements (SLAs), and continuously improves service delivery.The IT Support Engineer shall have a strong technical background, and excellent problem-solving skills.The responsibilities shall include, but not to be treated as an exhaustive list, namely:
Technical Day to Day Operations:

Aligning IT infrastructure with current and future business requirements.
Assuring that IT activities are within the limits of applicable laws, codes and regulations.
Contributing to technical implementation and planning of client and internal projects, meeting designated deliverables and objectives for the business.
Testing, troubleshooting and adjusting information systems to operate effectively.
Implementing security of the network, data and its storage and communication systems.
Assist senior management with systems tasks in rolling out new services to clients and provide assistance to creating or improving any service delivery team processes and workflows.
Overseeing and contributing to technical projects, including the successful onboarding of new clients to Managed IT Help Desk.
Ensure that systems, processes, and methodologies are followed according to company guidelines.
Oversee and track lifecycle management of all IT related hardware assets used by the service delivery technical team.

Client Engagement: * Interface both with customers and appropriate technical personnel for client related issues that cannot be resolved efficiently.

Responsible for tracking and providing resolutions to all client escalations across service delivery teams.
Build relationships with vendors, clients, and fellow employees while participating in and hosting necessary customer or internal meetings.

Requirements / competencies / attributes shall include:

Grade 12 qualification.
Bachelors degree in information technology, Computer Science, and/or related field (or equivalent experience) would be highly beneficial.
5+ years of experience in IT support or a networking infrastructure role.
+/- 6 years experience with IT infrastructure, cloud services, cybersecurity, and IT related service delivery models.
Ideally have a N+ and/or A+ qualification.
Ideally have Cisco qualification.
Must have at least 2 3 certifications in Microsoft.
Must have certifications in i.e., 3CX, Yeastar.
Experience in an MSP and/or multi-client environment is highly preferred.
Excellent interpersonal and communication skills (verbal and written).
Analytical mindset with problem-solving capabilities.
High emotional intelligence and client empathy.
Ability to manage multiple priorities in a dynamic environment.
Must have conflict resolution skills.
Must have a strong sense of confidentiality.
Beproactive, reliable, responsible, and accurate with an attention to detail.

Additional notes:

Shall be required to travel to client sites / company offices.
National travel shall be required, on occasion.
Standard business hours with occasional after-hours support for escalations.
Standby shall apply, where applicable and according to the schedule.

Please note that should you not receive feedback within 2 (two) weeks of your application submission, please consider it as unsuccessful.

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