Group Support Engineer

The Up&Up Group (affiliated to the global M&C Saatchi Group); Cape Town; Hybrid; ZAR 250,000 - 380,000; Full time

Job summary

The Up&Up Group is seeking a skilled IT Support Engineer to help users with Mac and cross-technology issues. The role involves on-site client work or remote support, hardware installations and software upgrades, and guiding Mac management initiatives.

Ideal candidates have IT qualifications, strong communication, and proactive problem-solving skills. The position supports a fast-paced creative agency environment and requires teamwork and continuous improvement.

Qualifications

• Diploma or degree in IT or demonstrated equivalent work experience.
• Experience with AD Domain migrations and Office 365 hybrid environments is ideal.
• Strong written and verbal communication with a client-service mindset.

Responsibilities

• Diagnose, troubleshoot and resolve support tickets using standard tools.
• Setup workstations and configure end-user software/hardware.
• Monitor infrastructure and perform system maintenance and patching.
• Liaise with vendors and clients to expedite ticket resolutions.
• Be on standby for emergencies and ensure SLA adherence.

Skills

Mac management

Ticketing & SLAs

Strong communication

Problem solving

Customer service

Tech troubleshooting

Education

Diploma or degree in IT

Tools

Active Directory

Office 365

Azure AD

Intune

VMware/Hyper-V

Job description

This role requires a skilled support engineer to assist our users with computer hardware and software issues as well as drive the Mac management as well as various other technologies .

You will be required to work on-site with clients or via remote connection and assist with hardware installations, software upgrades, systems integrations. Being at a Creative Agency requires someone who thinks differently, acts intuitively, is agile and proactive. You need to be able to think on your feet and react with speed to ensure the users always experience the ultimate in IT service.

Apart from the support aspect, this role also requires the engineer to provide direction and support in the fields of Mac and documentation. You will need to be well versed in the technologies and confident in your proposed solutions. You will drive the company forward in this sphere.

Overall we need someone who is committed, a team player and most importantly, a person who continuously seeks to improve.

KEY JOB OUTPUTS (but not limited to the below)

• Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve support tickets.
• Ensure completion of tickets within agreed SLAs.
• Interacts with users and staff to gather additional info to enable faster resolutions of a ticket.
• Proactively identifies problems and errors before they impact a client’s service.
• Update tickets in a timely manner with the required level of detail on the progress and resolution of the ticket
• Ensures all changes are carried out with proper work/change approvals.
• Setup workstations and configure end-user software / hardware and upgrade existing client desktops using approved tools and processes.
• Monitors infrastructure and solutions.
• Must share knowledge, communicate effectively and be willing to assist team members in getting task completed.
• Liaise with all stakeholders (vendors, exporters/importer, and colleagues to expedite a resolution of a ticket.
• Managing calls, emails and tickets at the services desk and provide telephonic support to clients where required.
• Execute approved maintenance activities. (These activities could include system patching; system upgrades or configuration changes etc.)
• Will be required to be on standby in the case of emergencies.

CORE COMPETENCIES

• Strong client service orientation and passion for exceeding expectations.
• Excellent written and verbal communication skills.
• Reliable and able to produce a high quality of work.
• Display excellent attention to detail and the ability to manage work processes.
• Ability to evaluate and recognise customer needs.
• Ability to think creatively.
• Ability to establish and maintain respect of peers, associates, and colleagues.
• Ability to function independently.
• Demonstrate an appropriate degree of personal and business integrity.
• Knowledge of IT industry trends and emerging technologies
• Ability to multitask
• Must be an excellent communicator and an effective problem solver with an ability to motivate team members
• Technical knowledge of the following:
• Active Directory, Domain Controllers and Group Policy configuration, experience in AD Domain\Forest migrations, Microsoft Exchange, Office 365, Hybrid, Experience in Exchange to Office365 Migrations, Azure AD, EMS, Intune knowledge, virtualised environments (VMWare and Hyper‑V)
• Networking - MPLS, TCP/IP, DNS, DHCP, Routers and Switches (HP, Aruba)
• Office 365
• MS Teams
• Ability to project manage.

REQUIRED LEARNING

• Diploma, degree, relevant qualification in IT or a demonstrated equivalent work experience will be accepted.
• Experience in the following would be ideal: