Job Description

IT Support Engineer - 2nd Line

Position Overview:

As an IT Support Engineer, you will be responsible for delivering technical support to a diverse range of customers while assisting the Team Manager.

The primary purpose of this role is to provide the standard technical support expected of a IT Support Engineer, which includes guiding both end users and IT Support Engineers. Additionally, you will assist the Team Manager in coordinating team activities, closely collaborating on training, scheduling, monitoring, and documentation.

The budgeted salary for this position ranges from R22,000 to R28,000 gross per calendar month. Should an offer be made, the salary will be determined based on your level of knowledge and skills in the technologies mentioned below. Click here to explore our company benefits.

The recruitment process:

• The first stage is a brief online technical test (10 minutes) which will be sent to you by the recruitment team
• Upon completion, our hiring team will evaluate both your test results along with your CV, and you can expect to receive feedback within 48 hours regarding your progression.
• Should you be invited to participate in a face-to-face assessment, you will have the opportunity to select from several available assessment mornings, requiring your attendance at our offices in Century City, Cape Town. These are 2 hours in duration.
• Following the face-to-face assessment, an outcome will be communicated to you.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Qualifications & Experience:

• Experience: Minimum of 2 years as a 2nd Line Service Desk Engineer.
• Office 365 Proficiency: Familiarity with MS Entra ID, Exchange Online, Exchange On-Premise, and SharePoint Online.
• Azure Knowledge: Experience with Azure Virtual Desktop and Microsoft Azure.
• Management Tools: Proficient in Microsoft Intune, Microsoft Defender, and PowerShell.
• Office Software: Competence in MS Outlook, Word, Excel, OneDrive, etc.
• Active Directory Skills: User account and permission management, security group configuration, and Group Policy implementation.
• Storage Solutions: Management of shared drives.
• Networking Knowledge: Understanding of DHCP, DNS, IP addressing, and VPN.
• Mimecast Experience: Familiarity with Mimecast services.
• Troubleshooting Skills: Ability to diagnose and resolve issues with desktops, laptops, peripherals, and software applications.
• Desirable Certifications: AZ-900, MS-900, SC-900, AI-900, AZ-140, AZ-104, MD-102, MS-102.
• Citrix Technologies: Experience with Citrix is advantageous.

Responsibilities:

• Manage Queries: Respond to queries or complaints effectively, demonstrating punctuality, politeness, and empathy.
• Ownership: Take responsibility for assigned incidents or requests, managing them professionally to resolution.
• Troubleshooting: Ask targeted questions and apply accurate troubleshooting.
• Team Contribution: Actively participate in team efforts to achieve objectives.
• Collaboration: Work with other teams to maintain standards and functionality.
• Professional Relationships: Maintain professionalism with clients and colleagues.
• Customer Service: Exceed customer expectations through excellent service skills.
• Risk Reporting: Identify and report potential client risks and feedback.
• Development Plan: Collaborate with the line manager on personal development.
• Task Flexibility: Undertake additional tasks as assigned by management.
• Availability: Be available during shift hours, including possible rotation.
• System Support: Troubleshoot and support various systems.
• SLA Compliance: Ensure adherence to Service Level Agreements (SLAs).

About Us:

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Learn more about our Microsoft Designations and Awards here; we are proud to be among the first to achieve the newly launched Microsoft Support Services Designation.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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