MID-LEVEL SUPPORT ENGINEER

Mid-Level Desktop Support Engineer

THE MAIN RESPONSIBILITIES OF THE JOB ARE:

The most frequent duties for this job are set out below, but the job may include other or occasional duties and responsibilities:

•               Install, configure and support all Microsoft desktop and server operating systems.

•               • Install, configure and support all Microsoft and other application software (desktop and server).

•               • General hardware installation and troubleshooting (desktop and server).

•               • General troubleshooting on all IT related equipment.

•               • Respond to and resolve support calls at customer sites.

•               • Respond to and resolve support calls via remote connection (desktop and server).

•               • Assist customers telephonically.

•               • Remote administration of servers and workstations.

•               • Compile desktop and server configuration documentation for client sites.

•               • Execute orders and follow up service and repairs with external suppliers.

•               • Identify possible risks or problems and escalate to senior engineer.

•               • Assist with management of the support team and provide 1st line escalation for technical issues (from support engineers).

QUALIFICATIONS:

•               • Grade 12

•               • Desktop Technical related certifications would be beneficial

•               • Be familiar with Windows 10 and Office 365

•               • At least 2 - 3 years concurrent IT work Experience

KNOWLEDGE AND EXPERIENCE:

•              • Knowledge of backup solutions like Veeam, Windows Backup, Altaro and similar applications (configuration, use and troubleshooting).

•              • Experience with remote support applications and techniques (e.g. VPN, RDP and Team Viewer).

•              • Working knowledge of Active Directory administration: creating user accounts, resetting passwords, disabling and deleting users.

•              • Experience with server maintenance and health checks on Windows Server.

•              • Experience with the configuration and administration of Office 365.

•              • Experience with logging and following up calls with external suppliers and service providers.

•              • Excellent knowledge of hardware components and hardware troubleshooting procedures (desktop and server).

•              • Working knowledge of server hardware systems such as RAID.

•              • Excellent knowledge of Microsoft desktop operating systems and desktop software.

•              • Good working knowledge of all Microsoft Office applications e.g. Word and Excel.

•              • Good knowledge of TCPIP networking is required.

•              • Good knowledge of server software and systems.

•              • Experience with configuring routers and wireless access points.

•              • A minimum of three years desktop support experience.

ATTRIBUTES

•              • An organised individual that can work unsupervised and effectively manage time and multiple tasks.

•              • An analytical thinker that works methodically and always pays attention to detail.

•              • An individual that always thinks before they act.

•              • An individual who enjoys studying and improving their knowledge.

•              • Ability to follow checklists and procedures accurately and adhere to company standards.

•              • A self starter that is able to work alone or in a team.

•              • Ability to work under pressure and remain focussed.

•              • A well presented individual with excellent communication and inter-personal skills.

•              • A motivated individual with a passion for technology.

•              • Ability to identify, assess and solve desktop hardware and software problems innovatively.

•              • Must have own transport and the ability to work after hours (on short notice) when required.

•              • An individual that enjoys completing detailed technical documentation.

REMUNERATION

                • Cost to company between R14 000 and R18 000. o Dependent upon qualifications, experience and skill level.

                • Medical aid (50% paid by company, 50% by employee).

                • Reimbursement for company travel.

                • Overtime pay in the form of commission.

                • Company provided laptop.