Support Services Engineer - 1st Line

Advania UK; Cape Town; Hybrid; ZAR 190,000 - 223,000; Full time

Benefits offered by this job

Shift allowance 15%

Job summary

Advania UK is seeking a Support Services Engineer to deliver technical IT support to a dedicated customer, with guidance from senior engineers and team managers. The role offers a hybrid working policy and a 4-day on, 3-day off shift pattern across weekdays with Saturdays.

The monthly salary ranges from 17,000 to 20,000 ZAR, plus a 15% shift allowance. You will handle inquiries, troubleshoot across diverse systems, and ensure SLAs are met while collaborating with multiple teams in a dynamic IT

Qualifications

• Prior IT services experience with incident resolution.
• The ability to own and manage multiple IT support tickets in line with SLA.
• Deploy effective troubleshooting skills related to assigned areas.
• The ability to refer to knowledge bases and resources to provide accurate resolutions to tickets.
• The aptitude to provide prompt and accurate feedback to the customer.

Responsibilities

• Responding to customers and dealing with queries or complaints in an effective manner.
• Taking ownership of IT support incidents or requests allocated to their team and managing them through resolution or escalation.
• Asking targeted questions and applying accurate troubleshooting.
• Collaborating with other teams to maintain standards and functionality.
• Troubleshooting, maintaining and supporting a wide range of systems.
• Ensuring Service level agreements (SLA’s) are met.

Skills

Customer service

Incident resolution

Troubleshooting

Communication

Tools

Active Directory

Networking

Application support

Microsoft 365

Virtualisation

Desktop

Job description

Position Overview

As an Support Services Engineer, you will be responsible for delivering technical support to a dedicated customer with assistance from more senior engineers and team managers. This is an excellent role for a candidate who is looking to develop themselves further in an IT support career.

Shift Patterns, Salary & Benefits

This role will require a 4-day on, 3-day off shift pattern which runs through weekdays and also includes Saturday. Standard shift times are 7am - 7pm (UK hours).

The budgeted salary for this role is between 17,000 and 20,000 ZAR monthly, depending on experience.

There will also be a shift allowance of 15% in addition.

The Recruitment Process

• After you have made your application, your CV will be reviewed by the recruitment team and the hiring managers.
• All interviews will be done virtually. We will aim to complete the interview process in one stage of interview.
• Following your interview, we will communicate the outcome of the process.

Hybrid working

We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Responding appropriately to customers and dealing with queries or complaints in an effective manner
• Taking ownership of IT support incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.
• Asking targeted questions and apply accurate troubleshooting.
• Collaborating with other teams to maintain standards and functionality.
• Troubleshooting, maintain and support a wide range of systems.
• Ensuring Service level agreements (“SLA’s”) are met.

Qualifications & Experience

• Prior IT services experience, with a proven ability to work with customers on incident resolution
• The ability to answer calls and take ownership of multiple IT support tickets in line with agreed SLA's
• Deploy effective troubleshooting skills related to assigned areas
• The ability to refer to knowledge bases and resources to provide accurate resolutions to tickets
• The aptitude to provide prompt and accurate feedback to the customer

You Will Also Possess The Following Technical Experience

• Active directory
• Networking
• Application support
• Microsoft 365
• Virtualisation
• Desktop

About Us

We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process

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. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.