Senior IT Support Technician

2 weeks ago


Durban, KwaZulu-Natal, South Africa Shoreability Full time

Job Title:
Senior Support Technician

We are a leading Managed Service Provider (MSP) seeking a highly skilled Level 2 Service Desk Agent.

We provide innovative technology and solutions to our clients and are looking for a professional who shares our passion for technology and customer service.

If you thrive in a fast-paced environment and are ambitious and self-motivated, then we'd love to hear from you.

The Role:

In this role, you will take ownership of escalated issues from our Service Desk, working closely with our Network Infrastructure team.

This is a client-facing role, requiring both technical expertise and social skills.

Key Responsibilities:

  • Provide 2nd Line remote support.
  • Handle helpdesk and incident management.
  • Carry out PC, server, and firewall configuration, troubleshooting, and daily system checks.
  • Deliver technical support proactively and reactively to meet client demands and SLAs.
  • Maintain internal client documentation and log activities for business metric reporting.
  • Ensure client satisfaction and communicate diligently about incident progress, changes, or outages.
  • Stay updated with current and emerging technologies in the industry.
  • Assist in delivering complex projects and manage, plan, and deliver noncomplex projects.
  • Develop knowledge of the customer's business strategy and how IT relates to their goals.
  • Display technical skills in WAN and LAN connectivity, routers, firewalls, security, Operating systems and our solutions.
  • Assist in providing quotes for equipment and services to clients.

Qualifications and Skills:

  • Minimum 3 years' experience working with an MSP.
  • Strong knowledge of Windows Server, Active Directory, Group Policies, DNS, DHCP troubleshooting, and administration.
  • Proficiency with Microsoft Exchange / Exchange Online and Office 36
  • Experience with Remote Desktop Servers.
  • Knowledge of desktop support for Windows / Mac / Remote Desktop Session / RDS Farms.
  • Familiarity with networking protocols including TCP/IP.
  • Excellent communication skills and ability to work under pressure and in a timesensitive environment.
  • Prior experience as a support engineer in a service environment, preferably with SMEs.

Salary:
R18 000,00 - 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: 2024/04/01

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