3rd Line Support Consultant

You are the last port of call for the support team so your attitude towards tackling something you have not encountered before, needs to be extremely positive and demonstrate a can-do attitude.

Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised. A passion for IT and providing outstanding customer service is essential.
- Providing 3rd line technical support for hardware and software issues.
- Final escalation point for the support team.
- Root cause analysis specialist.
- Delivery of advanced technical training to the support team, to advance their skills.
- Managing the timely resolution of open calls and call actions across all customers.
- Take ownership of incidents assigned to you and manage them through to resolution.
- Ensure that any technical or operational issues on a service ticket are escalated efficiently.
- Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems
- ‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes
- Provide on-site support for customers as and when required
- Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.

**Role Requirements**:

- Microsoft Windows server (2012, 2016 and 2019)
- O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc)
- Advanced virtualisation troubleshooting (HyperV/VMware)
- Advanced firewall troubleshooting (WatchGuard/SonicWall)
- Advanced networking skills
- Advanced InTune/MDM skills
- Storage troubleshooting (SANs & NAS)
- Advanced Exchange troubleshooting
- Advanced SQL Server troubleshooting
- Antivirus (particularly ESET & Sophos)
- Advanced Firewall skills (WatchGuard/SonicWall)
- Advanced Networking skills (managed switching, VLAN’s)
- Excellent general hardware/software troubleshooting and problem-solving skills
- ITIL foundation accredited

**Mandatory Requirements**:

- Proven track record working with Office 365
- Proven track record of customer service
- MSP Service Desk experience

The Support Force is an Equal Opportunity Employer.

**Job Types**: Full-time, Permanent

**Salary**: From R45,000.00 per month

**Experience**:

- MSP Service Desk Support: 3 years (required)
- M365: 3 years (required)
- Antivirus (particularly ESET & Sophos): 1 year (preferred)
- Firewall fundamentals (WatchGuard/SonicWall): 2 years (required)
- Advanced virtualisation troubleshooting (HyperV/VmWare): 2 years (required)
- Advanced networking skills: 3 years (required)
- Advanced InTune/MDM skills: 2 years (preferred)
- Advanced Exchange troubleshooting: 3 years (required)
- Advanced SQL Server troubleshooting: 2 years (required)

**Language**:

- English (required)

License/Certification:

- Microsoft Windows Server (2012, 2016 and 2019) (required)