Escalations Engineer

SUMMARY:
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POSITION INFO:

Our client, a global IT company, is looking to employ at Remote Escalations Support Engineer to join their dynamic team. The role would preferably require the candidate to be based in KZN but candidates from the JHB area will be considered too. The role is remote. 

 

Requirements:

Essential

• Hold at least 1 relevant certification.
  • Cisco, Microsoft, or CompTIA
• Have at least 5 experience with core IT infrastructure, ideally in a support role.
• Have excellent working knowledge of email, either exchange on-prem or the online version.
• Have a good understanding of DNS DHCP NAT & Subnetting.
• Worked extensively with MS Active Directory, Specifically AD replication Group Policies.
• A proven ability to quickly and methodically resolve technical and user related issues.
• Have excellent organisation and administration skills.
• Exceptional verbal, written and communication skills.

Beneficial

• Strong understanding of ITIL principles.
• Previous experience working for an MSP.
• Working knowledge and experience of using Microsoft 365 application stack.
• Experience in support MacOS and related devices.

Job Responsibilities

• Providing technical support for Microsoft related technologies: Windows Desktop, Windows Server, Microsoft Exchange, Azure Virtual Desktops, RDS Servers and Domain Controllers.
• Providing technical support for MS cloud stack, SharePoint, OneDrive, Exchange Online, Intune, Auto Pilot and Azure AD.
• Providing technical support for cloud-based applications, such as G-Suite Office 365 Egnyte and Box.
• Providing technical support for networking connectivity, routers, switches, firewalls. Core vendors are: Cisco Meraki AP & Firewall, Cisco ISR routers, Cisco Small Business Switches and Cisco ASA firewalls.
• Providing technical support for 3rd party applications such as Sage Salesforce and SAP. For these applications, the engineer should be logging cases with the Vendor on behalf of the client/user and keeping them in the loop on the progress.
• Prompt and accurate updating of cases after carrying out work.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
• Dealing with cases passed over / escalated from the first response team.

• Dealing with support requests assigned by the Team Leader.
• Handling Major Incidents, keeping communications clear and open and completing the RFOs. Where relevant, having “lessons learned sessions” and ensuring we proactively look to prevent similar issues occurring.
• Completing RFCs (reason for change) for clients that have change management enabled.

 

Please send your CV to ------ if you meet the requirements

Kindly note, due to high influx of CVs, only suitable candidates will be contacted.

If you do not hear back from a consultant within 5 to 10 days of your application, please consider yourself unsuccessful this time around.

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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