SEIDOR Networks - Second Level Support Engineer

Seidor

Johannesburg, Gauteng
Permanent
Full-time

1 month ago

SEIDOR Networks is looking for a Second Level Support Engineer to join a growing team based in Johannesburg.The Seidor Networks service desk is responsible for managing customer service levels by providing remote and occasional on-site support to meet SLA response and fix times.As the second line of support, the candidate will be responsible for managing customer service levels by providing remote and occasional on-site support to meet SLA response and fix times.He/she will also be accountable for customer satisfaction by achieving predetermined prescribed, measurable performance goals on a daily, weekly, and monthly basis. In addition, a second level engineer will be responsible for the management of escalations from junior engineers or assisting with priority incidents handed over from the professional services department.This is the perfect role for a self-motivated individual with a natural technical enquiring mind with industry-relevant experience and the ability to work in a process-driven environment.Role Requirements:

Preferably tertiary qualification within IT or computer software
Minimum 3-4 years industry-relevant work experience
Must be able to travel to and from the Woodmead office in Johannesburg to perform his/her daily duties
Must have a valid drivers' license and own reliable vehicle
Must be available to travel to customer sites for occasional callouts
The position requires a mix of office-based and remote working

Essential Technical Knowledge and/or Experience:

A+ / N+
MCSE (Microsoft Certified Systems Engineer)
At least 2-years' Microsoft 365 technical work experience
Understanding of Public Cloud and at least 1-years' technical work experience
At least 2-years working experience with any routing vendor equipment and/or software
Experience and understanding with Layer-2 networking and VLAN's
Experience and understanding with Cyberoam, Sophos XG Firewalls or industry equivalent
Advanced Microsoft Windows Desktop Operating Systems experience
Advanced Microsoft Office Suite experience
Advanced Microsoft Windows Server Operating Systems experience
Microsoft Active Directory and Group Policy experience
Microsoft Hyper-V knowledge and experience
DHCP and DNS knowledge and experience

Intermediate understanding of:

Switching / VLAN's
Routing / NAT / Dynamic Routing
Packet flow
Email flow and MTA communication
UTM and Firewall appliances
Wireless networks

Advantageous Certifications, Knowledge and Experience:

ITIL Foundation
Solarwinds N-Able
ConnectWise Manage
CCNA (Cisco Certified Network Administrator)
Basic scripting
Mimecast
cPanel
SSL Certificates
Apache / IIS knowledge

Key Responsibilities:

Complete onsite callouts for all incidents and tasks as needed
Perform onsite maintenance tasks on occasion
Communicate telephonically and electronically with customers, vendors, and senior network engineers for escalations
Managing escalations from first level engineers
Training and coaching of first level engineers
Identify, troubleshoot, and resolve root causes of recurring incidents
Escalation of change requests to the professional services department, and assisting with high priority tickets where applicable
Maintaining worklists within the Seidor Networks call logging system and meeting pre-defined daily, weekly, and monthly targets
Logging and updating of calls on a daily basis
Ability to work in a team and independently, to deliver customer service
Ability to prioritize, escalate and request assistance when needed in a timely manner
Must be open to learning new technologies and service delivery methodologies
Predefined technical certifications will need to be achieved in a predetermined timeframe

Key Attributes:

Strong verbal, telephonic and electronic communication skills
Must be a natural problem-solver
Research and analytical troubleshooting skills
Time management skills
Punctual and reliable

Seidor

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