2nd Line Support Technician

2 weeks ago

Durban, KwaZulu-Natal, South Africa Shoreability Full time

Job Description -2nd Line Support Technician

Summary of role


We are fast expanding Managed Service Provider supporting health care clients and a variety of businesses in the UK and in Europe.


As a 2nd line technical support engineer you will be responsible for providing technical support to our clients and ensuring that their systems and networks are functioning effectively.

You will be dealing with more complex issues that have been escalated through the company's ticketing system and providing support and training to the 1st Line Support Technician.

In house training will be provided to support role progression to Project Engineer.

Responsibilities

  • Respond to incidents logged on to the Company's ticketing system and provide clients with a technical solution within Service Level Agreements
  • Ensure that clients are updated with progress of issue and that clients are advised of any changes or outages, as well as maintaining all client documentation.
  • Follow up with clients to ensure that their IT systems are fully functioning after trouble shooting.
  • Install and support remote access connections.
  • Configure and support desktops, laptops and server infrastructure.
  • Configure hardware devices including routers, switches and wireless access points.
  • Install new PC's configuring as required and transferring all user specific data.
  • Conform to all secure media handling policies and procedures.
  • Work with 3rd line technicians to better understand issues and resolutions.
  • Escalate potential service issues initially with Team Leader or Service Delivery Manager
  • Act as a role model for technical competence, helpfulness and teamwork
  • Develop and maintain good working relationships with clients to promote a high level of customer service.
  • Mentor and educate 1st Line Support Technician to improve skills and firsttime fix rates.
  • Supporting the management team with adhoc projects

Essential requirements and skills

  • Minimum 3 years' experience is a desktop support role.
  • Working knowledge of networking including routing and switching, VPN, NAT and IP connectivity troubleshooting.
  • PC hardware experience with the ability to install, configure and maintain PC's and peripherals.
  • Ticketing system experience
  • Ability to perform remote troubleshooting and providing clear instructions.
  • Excellent communication and written skills
  • Must have a passion for providing excellent customer service.
  • Selfmotivated with proven problemsolving skills.
  • Willingness to learn and progress.
  • Organised with excellent multi tasking skills.

Desirable requirements and skills

  • Experience working either for a Managed Service Provider or an IT Support business.
  • Experience configuring, troubleshooting and supporting Microsoft Office, Office 365 including MFA, Active Directory, Windows Server, connectivity (broadband etc.), DNS management, Cloud backup, NAS, Firewalls and Routers.
  • Experience in remote managing and monitoring tools.
  • Experience and knowledge of working with the Microsoft 365 Platform

Salary:
R18, R24,000.00 per month

Ability to commute/relocate:

  • Durban, KwaZulu-Natal: Reliably commute or planning to relocate before starting work (required)
Expected Start Date: 2023/05/02

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