Senior 2nd Line Service Desk Engineer
Cape Town, Western Cape, ZA
3d ago

We are looking for an experienced Senior 2nd Line Service Desk Engineer to join our Content + Cloud Team in Cape Town and provide support to one of our many clients.

Generic Duties and Responsibilities

  • Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual; polite and with empathy).
  • Take ownership of tickets allocated to them or their relevant Virtual team ( VT ) ticket queue and professionally manage them through to Resolution or escalation.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers.
  • Utilise excellent customer service skills and exceed customers’ expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain your own personal development plan with support from your manager.
  • Collaborate with other teams to maintain standards and functionality.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain and support a wide range of systems.
  • Ensure Service level agreements ( SLAs ) are met.
  • Support Services Engineer Duties and Responsibilities :

  • Telephony :
  • answer overflow calls and attempt first call resolution.
  • confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant VT ticket queue within the required agreed SLA’s
  • Prioritise and manage several open tickets at one time.
  • Apply extreme attention to detail.
  • Effective troubleshooting skills related to your relevant area of support.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal / external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to technical specialist (within your VT) or incident management (outside our VT) for technical escalation.
  • Requires a level of supervision.
  • Health and Safety

    To comply with Health and Safety legislation, following Content + Cloud processes to ensure your own safety and the safety of others.


    The ideal candidate will have / be :

  • Proven technology industry experience providing support at a 2nd Line level or above
  • Excellent written and verbal communication and interpersonal skills
  • Use initiative and creativity to solve more challenging issues
  • Formal IT qualification (Minimum AZ-104)
  • Experience and knowledge in several of the technologies detailed below
  • Server Infrastructure HP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
  • Azure Azure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
  • Backup technologies VEAAM, Azure Backup, Backup Exec, MABS
  • Active Directory DHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
  • 3rd party Line of Business application troubleshooting E.G Sage
  • Generic essential individual attributes

  • Process-focused
  • Excellent technical ability in one or more key virtual team areas
  • Able to prioritise under pressure and work to deadlines
  • Flexible, calm, and approachable, can do’ attitude
  • Solid customer relations skills to understand client / client representatives concerns and requirements
  • Willingness to gain relevant qualifications and accreditation's
  • Own (reliable) transportation
  • Benefits

  • Job Type : Permanent
  • Salary bracket : R18 000 - R27 000
  • Role based out of our Century City offices (currently working remotely)
  • 40 - 45 hours per week (Based on UK time zone)
  • Retirement Fund & Medical Aid
  • Death, Funeral and Disability cover
  • 20 days’ annual leave + Birthday Leave & Wedding leave (5 additional days towards your honeymoon)
  • Multiple HIIT, general fitness, yoga and meditation classes run virtually each week! (In addition to other wellness events and other social activities)
  • Continual professional development plans
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