Senior 3rd Line Support Engineer
Cape Town, Western Cape, ZA
2d ago

The key deliverables of a Senior Technical Specialist are to provide technical escalation for the relevant virtual team’s technology focus, contributing to improving standards and knowledge enhancement of those within the team.

This can include escalation tickets; change requests or projects depending on the requirements of any of our customers.

Job Responsibilities

  • Delivery of high-quality remote support on a range of technical incidents and problems across the Content + Cloud client base
  • Take ownership of tickets escalated and / or complex tickets assigned to you and manage them through to resolution within SLA
  • Collaborate with other teams to maintain standards and functionality
  • Troubleshooting and maintaining a wide range of systems detailed below
  • Ability to handle critical tickets on large in some cases complex client estates
  • Vendor management
  • Clear timeous stakeholder engagement at all levels
  • End to end Change Management
  • Initiate, update, approve and maintain knowledge articles.
  • Involvement in problem management to identify root cause analysis.
  • Comfortable to work with minimal supervision and with team members that are located remotely
  • Individual task queue management, ensuring that SLAs are met; time to respond and time to resolve
  • Accurate time booking against support and project tasks
  • Work closely with team to share knowledge, support, and mentor colleagues as part of a positive workplace
  • Utilise excellent customer service skills and ensure that customer is always kept up to date with progress
  • Report potential client facing risks
  • Previous experience with Malicious Incidents and the remediation steps that may be required
  • Requirements

  • Process-focused
  • Excellent technical ability in multiple key 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
  • Specific capabilities required

  • Proven technology industry experience providing support at a 3rd Line level or above
  • Excellent written and verbal communication and interpersonal skills
  • Use initiative and creativity to solve more challenging issues
  • Formal IT qualification (one or more of the below) AZ-104 (Azure administrator) MCSE 2016 AZ-300; AZ-301; AZ-400 (nice to have)
  • Experience and knowledge in several of the technologies detailed below :
  • 3rd party Line of Business application troubleshooting E.G Sage
  • Server InfrastructureHP & Dell, Microsoft Server OS through to 2019, Linux, Hyper-V, VMWare, and AD related aspects of Intune, server rebuilds
  • AzureAzure AD, ASR, IAAS, PAAS, Subscriptions & Management Groups, Role Based Access Control (RBAC), NSG, Key Vault, Automation, Storage, App Service, Azure SQL
  • Backup technologiesVEAAM, Azure Backup, Backup Exec, MABS
  • Active DirectoryDHCP, DNS, Replication, AD sync, GPO, Clustering, DFS
  • Benefits

  • Salary dependent on experience
  • Role based out of our Century City offices (currently working remotely)
  • 40 hours per week (Monday Friday)
  • 20 days’ annual leave
  • 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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