First Response Engineer
Pronel Personnel
Pietermaritzburg, KwaZulu Natal, ZA
1d ago

An industry-leading IT, Cyber Security and Business Communications organisation is looking for a First Response Engineer / Remote Support Engineer to join their team.

The role is based in Pietermaritzburg and a candidate from either Durban or Pietermaritzburg would be ideal, however remote work will be considered for candidates further out.

While this position is on the frontline, being the first point of contact for our clients; it should not be confused with a first line position.

The First Response Team consists of strong second line engineers that have career progression at their fingertips. They can move to any of the Escalations team, Security team or Professional Services team, for example, once they have proved themselves.

Essential Requirements :

  • Hold at least 1 relevant certification.
  • Cisco, Microsoft or CompTIA
  • Have at least 5 years experience in supporting Windows OS and applications.
  • Have a good understanding and working knowledge of Exchange, either on-prem or the online version.
  • Have a good understanding of networking, DNS DHCP NAT & Subnetting.
  • A proven ability to quickly and methodically resolve technical and user related issues.
  • Have excellent organisation and administration skills.
  • Exceptional verbal, written and communication skills.
  • Beneficial

  • Previous experience working for an MSP.
  • Very strong knowledge and experience of using Microsoft 365 application stack.
  • Experience in mixed environments, specifically with Active Directory and Azure AD.
  • Experience working with Mac’s.
  • Job Responsibilities

  • Providing technical support for desktop operating systems, all versions of windows and MacOS as well as Chrome OS.
  • Providing technical support for other handheld devices.
  • Providing technical support for printers, scanners and multifunction devices.
  • Providing technical support for cloud based applications such as G-Suite, MS 365 stack, Egnyte and Box. With these applications, engineers should make use of the support provided by the Vendor.
  • Providing technical support for 3rd party applications such as Sage, Salesforce and SAP. For these applications, the engineer should be logging cases with the Vendor on behalf of the client / user and keeping them in the loop on the progress.
  • Prompt and accurate updating of cases after carrying out work.
  • Communication with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
  • Please apply directly online if you meet the above requirements. Please note, due to a very high influx of CVs, our consultants cannot reply to all applicants;
  • because of this we will ONLY contact candidates who are deemed suitable. If you do not hear back from a consultant within 5 to 10 working days of your application, please consider yourself unsuccessful this time around.

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