Infrastructure Engineer
Zeal Hr
Cape Town, Western Cape, ZA
2d ago
source : Work-Force

JOB ACCOUNTABILITIES

  • Operational support of customer infrastructure. This would entail incident resolution, change management and upgrades / improvements.
  • Act as a point of contact for phone calls and emails from customers regarding IT issues
  • Managing calls from external stakeholders and driving efficient and accurate closure of technical issues
  • The ability to be the escalation point for our systems engineers on complex support cases
  • Liaise with 3rd party vendors and supplier to expedite solutions around customer issues using your knowledge of the clients infrastructure and environment.
  • Take ownership of user problems and follow up on the status of issues on behalf of the user to ensure that service level agreements are met
  • Identify inefficient processes and suggesting improvements for greater efficiency
  • Awareness of customer incident trends & developments
  • Involvement in Pre-Sales activities
  • Ensure that skills and product knowledge are always across the latest developments in our field
  • SKILLS AND ABILITY :

  • Strong IT knowledge and experience
  • Committed to customer service and customer satisfaction
  • Have the ability to work and perform under pressure in time critical scenarios
  • Have good interpersonal and communication skills
  • Advanced proficiency in English
  • Friendly and positive attitude - a real can do approach
  • Attention to detail
  • ESSENTIAL EXPERIENCE :

  • A tertiary qualification in an IT discipline and or at least 5 years' experience in a Mid / Senior Support Role
  • Demonstrated detailed knowledge of server software including Microsoft Windows Server 2008 R2 / Server 2012 / R2 / SBS 2011 / Essentials.
  • ESX, Hyper V. Exchange, and SQL.

  • Demonstrated detailed knowledge of networking and firewalls (UTM / VPN), as well as Enterprise Storage and Servers. (Blades / SANS / Clustering etc)
  • Experience using ticketing Systems (i.e. ConnectWise)
  • Strong communication skills and be well presented.
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