3rd Line Support Engineer

Zenzero; Wes-Kaap; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A technology service provider in South Africa is seeking a Technical Services Engineer who will be responsible for resolving complex technical issues, mentoring the Service Desk team, and supporting project deliveries. Candidates should have a minimum of 3 years experience in IT support and a solid understanding of Microsoft 365, ITIL, and relevant IT systems. This position offers an opportunity to work in a dynamic team environment and contribute to infrastructure projects.

Qualifications

• Minimum 3 years experience in a managed services environment.
• Specialised knowledge in networking, server infrastructure, Azure, etc.
• Experience working within ITIL-aligned environments.

Responsibilities

• Resolve technical cases escalated from the Service Desk.
• Coach and mentor Service Desk Engineers.
• Support project delivery for infrastructure projects.

Skills

Technical understanding of Microsoft 365

Strong dispute resolution skills

Excellent troubleshooting skills

Team working and leadership skills

Tools

ConnectWise

ITSM tools

Job description

About the Job

The Technical Services Engineer role is critical to ensure high levels of investigative and analytical support to clients. You will be responsible for resolving technically challenging cases, investigating problems escalated from the Service Desk, within agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Manager, as required. You will also be involved in project delivery, including but not limited to infrastructure projects, deployments, cloud migrations, as well supporting the Field Services team with onsite deployments if required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards

Key Responsibilities

• Work on service tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Work on project tickets assigned to you. These will come from the PMO team and require focus, planning and research.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Requirements

• Minimum 3 years experience working for a Managed Services Provider (MSP, or MSSP), or an in-house IT support team.
• Knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Specialised knowledge/certification in a certain field of IT systems e.g. networking, server infrastructure, Azure, web services.
• Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
• Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management.
• Experience working within PRINCE2 projects, as a team resource.
• Ability to demonstrate strong dispute resolution skills, working in high-pressure environments and ability to identify alternative solutions.
• Ability to demonstrate excellent troubleshooting skills.
• Ability to demonstrate strong team working and team leadership skills.