Senior Technical Engineer

3 days ago

Cape Town, Western Cape, South Africa Advania Company Full time

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.

Position Overview:

As a Senior Technical Engineer - Intune, you will be required to provide technical support to end users. This can include incidents, problems, requests or change control depending on the requirements of any of our customers. You will need to collaborate with the entire operations team with positive communication and sharing of knowledge and information. Excellent verbal and written communication skills as well as good analytical and technical skills are essential within this role.

Qualifications and Experience:

  • Solid experience of providing 2nd / 3rd level support in a commercial environment
  • Excellent communication and interpersonal skills

Experience supporting:

  • Intune
  • M365 Admin including EXO, Teams, etc.
  • Microsoft Identity Management including Azure multifactor authentication, conditional access and self-service password reset
  • Microsoft Azure Active Directory
  • Microsoft Enterprise Mobility + Security suite
  • Windows 10 / Windows 11
  • Imaging and patching
  • Mobile Devices Android and iOS
  • Office 365
  • Microsoft AVD

Duties and Responsibilities:

Reporting to the Team Manager, the main duties and responsibilities of the Senior Technical Engineer will include:

  • Respond appropriately and deal with queries in an effective manner (i.e. punctual, polite and with empathy).
  • Thrive on and flourish in client engagement at every turn. Delight in picking up the phone, talking to our clients and building strong and empathetic relationships. Demonstrate proactive and consistent client engagement experience.
  • Take ownership of incidents or requests allocated to them or their relevant virtual team ticket queue and professionally manage them through to resolution or escalation.
  • Assist in providing a proactive managed service function for clients that consume the service offering. This will include regular checks/maintenance tasks that feed into customer facing reports and recommendations.
  • Regular checks for agreed vendor software releases and work with the team repackaging and redeploying applications to the customers using Intune.
  • Ask targeted questions and apply accurate troubleshooting.
  • Contribute fully as an active team member and ensure personal and team objectives are achieved.
  • Collaborate with other teams to maintain standards and functionality.
  • Maintain a professional relationship with clients and peers.
  • Utilise excellent customer service skills and exceed customers' expectations.
  • Report potential client facing risks.
  • Report customer feedback and potential product request.
  • Maintain personal development plan with line manager.
  • Undertake any other tasks as assigned by management.
  • Availability during your shift hours (which may incur shift & desk rotation).
  • Troubleshoot, maintain, and support a wide range of systems.
  • Ensure Service level agreements (SLA's) are met.

Hybrid working:

This hybrid role, with a remote-first emphasis, necessitates being in the office or at a client site for 4 days each month. 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.

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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