Senior Support Engineer Aggeneys

Datacentrix; Aggeneys; On-site; ZAR 550,000 - 750,000; Full time

Job summary

Datacentrix is seeking a Senior Support Engineer to be based in Aggeneys, Northern Cape. The role involves providing cloud infrastructure, datacenter software and end-user computing support on client sites, with accommodation provided.

A valid driver’s license and own car are essential. Responsibilities include handling escalations, incident management, after-hours standby support, and maintaining strong client relationships.

Qualifications

• Matric/Grade 12 is compulsory.
• Tertiary IT qualification.
• A+ or N+ / MCSE or tertiary IT qualification.

Responsibilities

• Provide high level support for user and infrastructure environments with efficient call management.
• Analyse and prioritise calls by business impact and urgency.
• Manage call escalations to 2nd level and vendors.
• Work in a virtual team environment.
• Liaise between users, IT outsourcing providers and internal IT processes.
• Assist with incident management and problem resolution to minimize impact.
• Identify and elevate persistent incidents.
• Offer after-hours standby support.
• Develop and maintain professional relationships with clients and end-users.
• Confirm call resolution with end users before closing tickets in our system.
• Maintain service and quality levels per company standards and procedures.
• Create and update documentation for Standard Operating Procedures.
• Communicate feedback and technical information to all end-user levels.

Skills

End user support

AD/GP0 experience

Team collaboration

Education

Matric/Grade 12

Tertiary IT qualification

A+/N+ or MCSE or IT qualification

Job description

Datacentrix is looking for a Senior Support Engineer to be based in Aggeneys Northern Cape. To provide cloud infrastructure, datacenter software and end user computing support The successful candidate will be based on our client site. Accommodation will be provided drivers License and own car essential.

Key Performance Areas

• Provide a high level of support for user and infrastructure environments ensuring careful and optimal call management and efficiencies.
• Able to correctly analyse and prioritise calls and requests according to business impact and urgencies as well as financial impact.
• Manage call escalations to 2nd level and specialist support within Datacentrix as well as customer vendors.
• Must be a team player with the ability to work in and with a virtual team.
• Liaise between users, IT Outsource providers and internal IT processes
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate
• Identify and elevate persistent incidents
• Must be available to provide after-hours Standby support
• Develops and maintains a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirms Call resolution with end user before resolving of the call on Heat.
• Maintains service and quality levels according to of the company’ business standards, processes and procedures.
• Creates and updates documentation related to all Standard Operating Procedures.
• Ability to communicate oral or written feedback and technical information to all levels of end-user

Minimum Qualifications:

• Matric \ Grade 12 (Compulsory)
• Tertiary IT qualification
• A+ or N+ / MCSE or tertiary IT Qualification.At least 3+ years’ experience delivering End User Computing Support Services in a customer environment
• AD and GPO Experience (Creating Users and Managing AD)