Job purpose
The engineer will provide effective IT assistance across the entirety of the SevenC customer base. The position is responsible for supporting and maintaining the Server and Desktop operating systems and general support of all IT-related hardware/software across a large variety of customers. As a second line engineer there will be an expectation to support other teams and act as an escalation point to other Service Desk Team members.
Duties and responsibilities
- Assess hardware and software malfunctions by means of diagnostic tools and customer input
- Disassemble and reassemble machines to repair or replace worn or malfunctioning components and consumables
- Handle 2nd line support on the service desk
- Identifying and participating in sales opportunities such as new contracts, contract renewals and system sales.
- Build positive relationships with customers by providing outstanding and excellent services.
- Cooperate with technical teams and share information across the organisation
- Assist with projects as and when required
- Recording of all daily support requests and travel done
- Record events, problems and their resolution in logs
- Assist 1st line division when required
- Escalation point for all departments and divisions
Qualifications
Requirements
- CompTIA A+ – or equivalent knowledge/experience
- CompTIA N+ – or equivalent knowledge/experience
- Microsoft 365 Certified: Enterprise Administrator Expert
- MCSA
- 2-3 Years’ Experience
Beneficial
- CompTIA Linux+ / LPIC 1
Key Performance Areas
- Logging a Minimum 140 billable hours per month
- A 90% First-time resolution on support requests
- High rate of customer satisfaction
- Closed tickets within relevant SLA times
Working conditions
- Overtime will be required when reasonably requested by your direct line manager
- Travel will be required to client’s sites/suppliers when requested as and request by direct line manager
- Ability to work independently and in a team as required
- Following instruction from assigned team leader, direct line manager and other senior staff
Physical requirements
- Valid driver’s licence
- South African ID or international passport a with work permit
- Working vehicle
- Language skills proficient in English
