Reactive Engineer (Cape Town)

Sevenc Computing; Cape Town; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A technical support company based in Cape Town is seeking Reactive Engineers to provide first and second-line support across multiple client environments. Responsibilities include troubleshooting incidents, assisting in various technical projects, and ensuring communication with clients. The ideal candidate should have at least a Matric certificate, CompTIA A+, and Network+ certifications, along with strong technical and communication skills. This position requires a valid driver's license and the ability to travel to client sites as needed.

Qualifications

• Proficiency in English is essential.
• Valid driver's license is required.
• Willingness to complete additional certifications as required.

Responsibilities

• Provide remote and onsite support to multiple clients.
• Troubleshoot hardware and network issues.
• Assist with technical projects and server installations.

Skills

Technical support

Incident response

Troubleshooting

Client communication

Adaptability

Education

Matric (Grade 12) or equivalent

CompTIA A+ certification

Network+ certification

Tools

Ticket management systems

Microsoft Office

Cloud platforms

Job description

Job Purpose

Reactive Engineers provide first and second-line technical support across multiple client environments, addressing incidents that cannot be resolved by the Service Desk.

This includes both remote and onsite troubleshooting, participation in technical projects, and occasional onsite coverage when Field Engineers are unavailable.

Duties and Responsibilities

Reactive Support

Provide remote and onsite support to multiple clients as incidents are assigned.

Respond to escalations from the Service Desk when issues exceed first-line capabilities.

Troubleshoot hardware failures, network issues, and system outages across client sites.

Maintain flexibility to support a wide range of environments and technologies across diverse industries.

Adhere strictly to the daily scheduled calendar; request and update changes as needed.

Escalate issues beyond scope or responsibility to the appropriate team or senior resource.

Communicate all changes and updates to clients during maintenance or troubleshooting.

Project Involvement

Assist with technical project work, including : Office tenant and mailbox migrations.

New user setups and onboarding across various systems.

Server installations, network upgrades, and cloud service configurations.

Participate in project planning and implementation phases as required.

Cross-Site Support

Manage incidents across multiple client sites without being assigned to a specific SLA client.

Adapt quickly to a variety of technologies and industry verticals.

Field Engineer Stand-In

Serve as a stand-in for onsite Field Engineers during periods of leave or absence.

Ensure continuity of service and minimal disruption at client sites.

Skills Development

Participate in Workplace Skills Plan (WSP) initiatives to pursue further studies and certifications.

Maintain compliance for working on specific technologies (e.g., Microsoft tenants, cloud platforms) by achieving required certifications.

Ticket Management & Site Documentation

Accurately update and manage ticket information.

Contribute to site documentation by recording changes and updates during support tasks.

General Responsibilities

Liaise with third-party vendors for hardware repairs and warranty claims.

Assist internal teams with hardware repairs, upgrades, and testing in the workshop.

Use the Daily Check-In System to log location when leaving company premises, enabling efficient dispatching.

Maintain a reliable smartphone compatible with company software; remain reachable during working hours.

Be available to travel to client sites at short notice; public transport is not acceptable due to the handling of valuable company stock.

Uphold strict confidentiality when working with client data, systems, and credentials.

Represent company values and service standards through professional communication and conduct at all client sites.

Qualifications

Matric (Grade 12) or equivalent.

CompTIA A+ and Network+ certifications (or currently studying towards completion).

Willingness to complete additional certifications as required (e.g., Microsoft Fundamentals, basic networking).

Key Performance Areas

Rapid incident response and resolution across multiple client environments.

Accurate and thorough documentation of all actions taken.

Active contribution to successful project delivery.

Commitment to continuous learning and certification.

Consistently high levels of client satisfaction.

Working Conditions

Overtime may be required upon reasonable request by the direct line manager.

Travel to client sites and suppliers as per SLA schedule.

Ability to work independently and collaboratively within a team.

Follow instructions from the assigned Team Leader, Line Manager, and other senior staff.

Physical Requirements

Valid driver's licence.

South African ID or international passport with valid work permit.

Access to a reliable, roadworthy vehicle.

Proficiency in English.

Physically capable of performing technical tasks, including : Carrying equipment (e.g., desktops, monitors, networking gear).

Crawling under desks or working in confined / elevated spaces when necessary.

Reports to

Service Desk Manager.

#J-