Posted on :
27 Feb, 2023
27 Feb, 2023
The role of the Tier 2 Support Engineer is to provide support and maintenance on all the systems and services we provide, which consist of, amongst other things, Microsoft based systems, Apple Technologies, & Wireless Technologies. The Support Engineer will be required to go to client sites from time to time and/or be based at a client site for a period of time.
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 aid with a sense of urgency, regardless of the level of incident. You will aim to exceed the client’s 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 client’s end-users.
An excellent Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients
The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.
Job Title: End User Computing: Tier 2 Support Engineer (Roaming /Onsite)
Duties & Responsibilities:
Represent the Reflex brand, always remembering you are the face of the company
Deliver exceptional service to internal and external clients
Respond to clients within SLA
Provide regular updates to clients with regards to incident updates
Apple Technology Support
Support & Maintenance of Hardware & Software
Installing, Configuring and Installation of Microsoft OS, OS Services
Microsoft Server Technologies support
Any Manager Services Application like Ninja or Manage Engine Desktop Central
Ensure that issues are resolved in line with Reflex’s processes and policies.
Document and Maintain Customer Technical Procedures
Complete and file checklists timeously
Track and manage your work record via regular time and ticket/ task time entries
Prioritize own tasks
Establish relationship with IT Manager
Provide guidance and training to client personnel, empowering the users to help themselves
Escalate any ongoing, unresolved, or business critical problems to your Technical Operations Manager in a timely fashion.
Ensure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.
Keep abreast of modern technologies as well as Reflex Standard Operating Procedures (SOP).
Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager
Desired Experience & Qualification:
Education and Qualifications:
Apple Certified Associate
MCSA (Desktop) / MCSA (Server)
Official CompTIA A+ and/or N+
Official Microsoft Certified IT Professional
2 years’ experience in a support engineer role (providing first and second line support)
Understand Wireless Technologies
Comprehensive knowledge and experience in Hardware and Software
Skills and knowledge
Excellent Office skills (Excel, Word, and Outlook)
Excellent communication skills (verbal and written)
Assertive and able to “gets the job done”
Excellent administrative skills
Ability to cope under pressure
Ability to multi-task
Good interpersonal skills
Attention to detail and high level of accuracy
Planning, organizing and time management skills
Able to document procedures and checklists
A professional appearance and approach
Own, reliable transport and valid drivers’ license
Willing to Travel Domestically or internationally if and/or when required.
Willing to work Overtime when required