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.<\/p>\n
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\u2019s 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\u2019s end-users.<\/p>\n
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<\/p>\n
The goal is to create value for clients that will help preserve the company\u2019s reputation and assure business growth.<\/p>\n
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Job Title: End User Computing: Tier 2 Support Engineer (Roaming \/Onsite)<\/strong> Job Summary:<\/strong> Desired Experience & Qualification:<\/strong> Experience:<\/strong>
\nLocation:<\/strong> Rosebank<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nRepresent the Reflex brand, always remembering you are the face of the company
\nDeliver exceptional service to internal and external clients\u200b\u200b\u200b\u200b\u200b\u200b\u200b
\nRespond to clients within SLA
\nProvide regular updates to clients with regards to incident updates
\nApple Technology Support
\nSupport & Maintenance of Hardware & Software
\nInstalling, Configuring and Installation of Microsoft OS, OS Services
\nMicrosoft Server Technologies support
\nActive Directory
\nDFS
\nGPO
\nVPN
\nAny Manager Services Application like Ninja or Manage Engine Desktop Central
\nEnsure that issues are resolved in line with Reflex\u2019s processes and policies.
\nDocument and Maintain Customer Technical Procedures
\nComplete and file checklists timeously
\nTrack and manage your work record via regular time and ticket\/ task time entries
\nPrioritize own tasks
\nEstablish relationship with IT Manager
\nProvide guidance and training to client personnel, empowering the users to help themselves
\nEscalate any ongoing, unresolved, or business critical problems to your Technical Operations Manager in a timely fashion.
\nEnsure that all effort has been done to resolve Incident at Tier1 or Tier2 level before escalating.
\nKeep abreast of modern technologies as well as Reflex Standard Operating Procedures (SOP).
\nIdentify and suggest possible improvements on procedures or systems to your Technical Operations Manager
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\nEducation and Qualifications:<\/strong>
\nMatric\/Grade 12
\nApple Certified Associate
\nMCSA (Desktop) \/ MCSA (Server)
\nOfficial CompTIA A+ and\/or N+
\nOfficial Microsoft Certified IT Professional<\/p>\n
\n2 years\u2019 experience in a support engineer role (providing first and second line support)
\nMicrosoft experience
\nUnderstand Wireless Technologies
\nComprehensive knowledge and experience in Hardware and Software
\nSkills and knowledge
\nExcellent Office skills (Excel, Word, and Outlook)
\nExcellent communication skills (verbal and written)
\nAssertive and able to \u201cgets the job done\u201d
\nExcellent administrative skills
\nAbility to cope under pressure
\nAbility to multi-task
\nGood interpersonal skills
\nAttention to detail and high level of accuracy
\nPlanning, organizing and time management skills
\nAble to document procedures and checklists
\nInnovative
\nTeam player
\nA professional appearance and approach
\nOwn, reliable transport and valid drivers\u2019 license
\nWilling to Travel Domestically or internationally if and\/or when required.
\nWilling to work Overtime when required<\/p>\n