Posted on :
7 Mar, 2023
7 Mar, 2023
Level 3 Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, you are expected to be professional, helpful and to provide assistance with a sense of urgency, regardless of the level of incident. You will aim to exceed the clients expectations in dealing with any incidents or service requests and you will continuously better yourself through training and research to ensure that you are able to deliver an unrivaled experience for the clients end-users.
Job Title: Level 3 Support Engineer
Duties & Responsibilities:
Excellent technical knowledge of operating system platforms and network infrastructures.
Knowledge and understanding of monitoring tools and systems.
Good understanding of core infrastructure and mission-critical applications, hardware and software alerts, and resolution management.
Possess the ability and demonstrated experience to proactively monitor and manage networks and systems.
Experience in standard concepts, practices, and procedures relating to internal IP networks, using WAN and LAN technology.
Includes a solid working knowledge of IP networking and the basic services running on IP networks such as DNS, DHCP and IP subnetting, and QOS.
Experience configuring and troubleshooting best-of-breed networking equipment such as switches, wi-fi access points, and wi-fi controllers.
Experience configuring and troubleshooting best-of-breed firewalls.
Hands-on experience with Microsoft server operating systems and the administration of services and applications running on them.
Experience with Microsoft Active Directory network environments and their security.
Experience with Microsoft Hyper-V environments and their security.
Must be able to provide hands-on technical administration, problem-solving, and solution management within solutions such as Microsoft. Being able to clearly communicate and articulate insights, findings, and recommendations.
Ability to relate to non-technical users in a friendly manner.
Ability to manage multiple concurrent objectives or activities, and effectively make judgments in prioritising and time allocation in a high-pressure environment.
Ability to demonstrate resilience in a dynamic work environment and adapt to change.
Ability to work well with others, harness different skills and experience, and build a strong sense of team spirit. Highly self-motivated and directed.
Ability to work effectively in a culturally and educationally diverse environment.
Must have project and contract management experience.
Must have strong verbal and written communication skills.
Must have experience documenting processes and the ability to train team members on the processes and technologies.
Must be self-motivated and able to work independently while also coordinating project work and support functions with other team members.
Desired Experience & Qualification:
3 – 5 years experience at an MSP (Managed Service Provider) will be advantageous.
A+ & N+
MCITP or MCSE (Other Microsoft qualifications will be advantageous.)
Grade 12/ Matric
Cisco Certified Network Professional (CCNP) certificate (not essential)