It Support Engineer

Job Description

Job Title:
IT Support Engineer

Start Date:
January 2024

Contract Duration:
12 Month

Location:
KZN

Company:
Logistics Firm

General:
A Mid-Tier Engineer who carries out their support function remotely, has a unique, yet critical role to play in our IT team. This position requires a variety of specialized skills and applied patience. A Mid-Tier Engineer has a single place to work from, however is required to support multiple, different, and forever changing environments. Communication (both verbally and written) needs to be excellent; empathy and the ability to manage expectations effectively are sought after characteristics. This function is 'fast paced' and often measured on the ability of an individual to work within a growing team of varied skill sets. A successful Mid-Tier Engineer will be well versed in the overall Microsoft stack.

Expectations:

1. Excellent telephone manner and written communication
2. Excellent attention to detail
3. Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to End Users who may often be unhappy (without face to face interaction)
4. Ability to follow predefined procedures and escalate timeously to the Support Manager where required
5. Ability to meet deadlines and complete tasks within SLA timeframes
6. Ability to use knowledge base resources to resolve problems
7. Good attitude towards work and colleagues
8. Consistent, prompt delivery of often common or repetitive tasks
9. Punctuality when keeping appointments and awareness of written tone
10. Own car and Valid Driver license essential.

Job Responsibilities:

1. Provide initial troubleshooting steps to diagnose common End User problems and apply necessary resolutions
2. Work independently or part of a growing team
3. Provide consistent accurate communication to peers and Customers alike
4. Active Directory skills and good working knowledge with Group Policies
5. Understanding of O365 and mail related technologies
6. Troubleshooting and fault-finding skills with proven methodology - must be able to troubleshoot problems telephonically with minimal assistance
7. Excellent Desktop operating system knowledge and troubleshooting
8. Create new Incidents in the HelpDesk Ticket System daily, Troubleshoot, and show descriptive steps taken to resolve
9. Be abreast of technology changes and be able to motivate technology changes to the Client where necessary
10. Good understanding of WAN and LAN infrastructures
11. Ability to form customer relationships remotely
12. Ability to write accurate and descriptive fault reports when required
13. Ability to provide support to multiple Customer environments which often involve an ever-changing IT landscape
14. Be prepared to perform overtime work and after hours support if required
15. Required to go on Standby
16. Ability to Configure and manage Wi-fi APs

Added Advantages:

1. SAP 1st line support
2. Sound knowledge of T&A systems
3. AWS cloud practitioner certified.

Academic Requirements:

1. IT Diploma or equivalent degree
2. A+ & N+
3. 3-4 working experience in the industry