Service Desk Engineer – Level 2

Mirus It Solutions; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A technology solutions provider in Cape Town is seeking a Service Desk Engineer – Level 2. You will provide technical support to clients, ensuring smooth operation of systems and network infrastructure. Ideal candidates will have experience in customer-facing roles and be familiar with Microsoft technologies. This full-time role offers a salary of 25,000 ZAR monthly.

Qualifications

• Proven experience as a service desk engineer supporting SME's.
• Experience of working in a customer-facing role.
• Familiar with working to Service Level Agreement (SLA).
• Able to manage changing workload and priorities.

Responsibilities

• Ensure client's systems and network infrastructure runs smoothly.
• Log all customer issues into the ticket management system.
• Provide Server, Network, and Desktop Technical Support.

Skills

Technical problem-solving

Customer service

Knowledge of Microsoft Windows Server

Ability to communicate with technical and non-technical audiences

Creative and analytical thinking

Methodical approach to problem-solving

Tools

Microsoft Office

Microsoft Exchange Online

Azure Active Directory

Job description

Job Title: Service Desk Engineer – Level 2

Location: Cape Town, South Africa

Salary: 25, , ZAR – Monthly

Job Type: Full Time

Job Description

To provide technical software, hardware and network problem resolution to clients.

Key Responsibilities

• Ensuring our client's systems and network infrastructure is smooth running, ensuring they get maximum benefits from them.
• Log all customer issues, queries, and requests into the ticket management system.
• Provide Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
• Action hardware configurations and software installations.
• Manage and work to internal and customer SLA's, escalating any concerns.
• Create and maintain customer-specific infrastructure documentation.
• End to end ownership of problem resolution.
• Manage client expectations through clear communications.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
• Undertake all other reasonable requests.

Qualifications

• Proven experience as a service desk engineer supporting SME's.
• Experience of working in a customer-facing role.
• Familiar with working to Service Level Agreement (SLA).
• Working as part of a broader service delivery function.
• Supporting multi-site clients.
• Microsoft Windows Server.
• Microsoft Office.
• Microsoft Exchange Online.
• Azure Active Directory.
• Able to communicate verbally and in writing to both technical and non-technical audiences.
• Creative, analytical problem solver with the ability to apply original and innovative thinking.
• A methodical approach suitable for resolution of client requirements.
• Able to manage changing workload and priorities.
• Able to work both within a team and use own initiative.

Equal Opportunity

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.