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Senior IT Support Engineer

2 months ago

Cape Town, Western Cape, South Africa Hexagon PPM Full time

Key Responsibilities

Hexagon PPM is on the lookout for a Senior IT Support Engineer to join our dynamic team. In this pivotal role, you will be responsible for delivering technical support and assistance to our internal staff. This includes managing and resolving inquiries logged in our support system. Your expertise will be crucial in addressing issues related to hardware (servers, desktops, laptops, printers), software applications, and infrastructure challenges.

Collaboration with fellow IT professionals on various internal projects will also be a significant part of your role, as you work to implement new or enhanced enterprise services for our users.

Your adaptable mindset and commitment to exceptional service will be vital in navigating our fast-paced environment.

Duties Include:

  • Delivering support services to staff facing technical difficulties with desktop, laptop, or network services, whether in-person or remotely.
  • Ensuring timely resolution of issues or escalating them to the appropriate technical teams as necessary.
  • Providing regular updates on case statuses to management and end users.
  • Fostering and maintaining strong relationships with users.
  • Developing, documenting, and implementing standard operating procedures and customer service protocols related to IT support.
  • Responsibilities may focus on internal or external clients.
  • Engaging in company-hosted, web-enabled solutions or project-based tasks in collaboration with professional services and outsourcing teams.
  • Completing daily assignments with guidance from management or team leads.
  • Typically requiring oversight on individual projects and contributing to group project tasks.

Required Qualifications

  • 2 - 4 years of experience in customer service, ideally within a service desk setting.
  • 2 - 4 years of experience in Windows Administration and Networking.
  • Strong troubleshooting skills for common desktop and server issues.
  • Proficient knowledge of Windows operating systems—both desktop and server, IP Networking, and Microsoft productivity applications (MS Office, Office 365) along with standard IT peripherals like printers and scanners.
  • Familiarity with ITIL tools (ServiceNow) for incident and service request management.
  • Understanding of Microsoft Active Directory, including user and computer object management and access rights.
  • Knowledge of cybersecurity principles and data security practices.
  • Familiarity with Cloud Technologies (Azure, M365) is a plus.
  • Understanding of virtualization technologies (Hyper-V) is advantageous.
  • Completion of a post-secondary degree or diploma in information technology is beneficial but not mandatory.
  • Experience with PowerShell is a plus.

Competencies:

  • Excellent organizational skills with the ability to manage multiple tasks in a busy environment.
  • Attention to detail, accuracy, and adherence to deadlines.
  • Logical approach to fault diagnosis.
  • Commitment to customer satisfaction, self-improvement, and proactive enhancement of IT systems and processes.
  • Strong team player with the ability to work collaboratively and exercise independent judgment when necessary.
  • Exceptional verbal and written communication skills, maintaining professionalism in all interactions, whether via phone, virtual meetings, or in person.
  • Willingness to travel as required.

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