2nd Line Support Technician

2 weeks ago

Durban, South Africa Shoreability Full time

**Job Title: 2nd Line 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 customer-facing and remote support structure.
- 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 non-complex 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 365.
- 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 time-sensitive environment.
- Prior experience as a support engineer in a service environment, preferably with SMEs.

**Salary**: R17,000.00 - 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: 2023/06/01

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