Reactive Engineer

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 365 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 365 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: Reactive Team Leader.