3rd Line Technical Support Engineer - Cape Town - DataFin

    DataFin
    DataFin Cape Town

    4 days ago

    Datafin background
    Description

    3rd Line Technical Support Engineer (CPT Hybrid)

    Job Description

    We are seeking a highly technical and ambitious 3rd Line Technical Support Engineer to join our dynamic team. The ideal candidate must have at least 3-4 years' relevant work experience in the following areas: Windows, Microsoft Server, Azure, DHCP, DNS, Active Directory, VLAN, VPNs, Firewalls, Cyber Security, and IP routing protocols.

    Duties

    • Provide 1st to 3rd Line Support via email, phone, and remote access to clients based in the UK, SA, Europe, Asia, and the US.
    • Visit customer sites/offices to troubleshoot, configure and implement various IT solutions and services.
    • Troubleshoot and fix various IT hardware related issues, including liaising with 3rd vendors through to resolution.
    • Troubleshoot, diagnose, and fix most Microsoft technologies as well as third-party applications/systems.
    • Work directly with Senior Engineers to resolve complex issues as well as assist in project rollouts.
    • Be willing to work flexible hours to provide support for clients in the UK, SA Europe, US, and Asia (On-Call Rota).
    • Be proactive and look for opportunities to improve what we do, improve customers' IT systems, and find smarter ways to deliver excellent service.
    • Maximize and promote system utilization for all users, providing relevant training where necessary.
    • Maintain documentation for all systems (hardware and software), including all applications installed and network topology/diagrams.
    • Provide excellent service to all customers and be willing to go the extra mile.
    • Get involved and deliver in complex projects for customers.
    • Assist with technical presales, design, and project planning.

    Requirements

    • 3+ Years' experience in the following –
    • Microsoft Windows 7, 8, 8.1, 10, 11.
    • Microsoft Server 2008, 2012, 2012R2, 2016.
    • Cloud Platforms (M365 Suite, Azure, AWS & Google Cloud) – Experience in Azure and 365 essential; AWS and Google Cloud desirable.
    • Microsoft Active Directory, Group Policy, DHCP, DNS, SharePoint, Exchange, and IIS.
    • Excellent understanding and practical experience of Network Technology VLAN, VPNs, Firewalls, Cyber Security, and IP routing protocols.
    • Excellent understanding and practical experience of Wireless network technologies (UniFi and Meraki).
    • Good understanding of SIP/IP Telephone Systems.
    • Excellent understanding and practical experience in Enterprise endpoint protection services and products.
    • Excellent understanding and practical experience of Backup technologies (e.g., Veeam, MSP360, LiveVault) (Cloud and on Premise).
    • Various 3rd party Applications and Systems.
    • Virtualization technologies (Standalone Hyper-V, Hyper-V clustering).
    • Terminal Services.
    • Storage Technologies (S2D, DFS).
    • Understanding of scripting and automation (PowerShell).
    • Excellent understanding and experience in Infrastructure Maintenance and Alerting routines (Ensure system integrity and minimization of downtime).
    • Experience with Policies, Procedures, Training, Compliance requirements.
    • Project Management experience and/or Certifications.
    • Technical Pre-Sales experience (Design stage, not necessarily customer-facing).
    • Remote Support.
    • Proactive trend identification and resolution.
    • Ability to work in a pressured environment.

    Desirable Certifications / Skill / Experience

    • Microsoft 365, HP, FortiGate, SonicWall, Dell Certifications.
    • Microsoft certifications.
    • Mac OS.
    • Autotask PSA and RMM.
    • Microsoft SharePoint Configuration.
    • Pre-sales experience preferred but not essential.

    Attributes

    • A great attitude.
    • Must be a team player.
    • Willingness to learn and teach.
    • Experience in documentation and guide development.
    • Ambitious.
    • Excellent troubleshooting skills with a willingness to find solutions through to resolution, no matter how difficult the problem.
    • Be cool, calm, and collected in a sometimes pressured and fast-paced environment.
    • Organized, planful, and able to prioritize varied workloads and work to strict deadlines.
    • The detail matters, which is a key attribute to the role.
    • Must be a self-starter and have excellent time management skills.
    • Presentable with excellent customer-facing communication and phone skills.
    • Be commercial and show a keenness to understand the business.
    • Enthusiastic, with the ability to motivate others and a positive willingness to get involved.
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