Senior IT Engineer

3 weeks ago

Randburg, Gauteng, South Africa Staff Domain Inc. Full time
About the Role

We are seeking a highly skilled and experienced IT professional to join our team at Staff Domain Inc. as a Senior IT Engineer. In this role, you will be responsible for designing, developing, and integrating proven solutions to IT infrastructure for our commercial customers.

Key Responsibilities
  • Provide Remote Desktop Support: Address client issues promptly and effectively, ensuring minimal disruption to their operations.
  • Collaborate on Projects: Work with clients and team members to understand business objectives and assist in project implementation to achieve those goals.
  • Project Management: Collaborate with Helpdesk/Project Managers to define project scopes, create plans, and execute technical projects efficiently and within deadlines.
  • Level 2/3 Escalation: Act as an escalation point for complex technical challenges, resolving help desk issues and providing guidance to junior team members.
  • Client Onboarding: Facilitate the onboarding process for new clients, ensuring smooth transitions and efficient setup of IT systems.
  • Communication: Maintain open and clear communication with internal team members to promote effective collaboration and knowledge sharing.
  • Remote Support for OnSite Installations: Support onsite installations remotely as needed, deploying equipment and systems with precision and attention to detail.
  • Technical Support Channels: Provide technical support through various channels, including phone, email, chat, and deliver exceptional customer service.
  • OnCall Rotation: Participate in a round-robin oncall rotation system to address urgent client needs outside of regular business hours.
  • Mentoring: Act as a mentor and knowledge resource for junior colleagues, offering guidance and support to help them develop in their roles.
  • Documentation: Update and maintain documentation related to internal tools and troubleshooting processes.
  • Operations Support: Provide escalation support for operations issues that arise off the help desk.
  • Automation: Utilize scripts to enhance productivity and implement automation for repetitive tasks in operations.
Technical Expertise
  • Server Setup: Utilize extensive experience to set up servers from scratch, demonstrating proficiency with Microsoft Intune, VDI, VMware, Azure, AWS, ESX, and HyperV technologies.
  • Networking Technologies: Showcase advanced proficiency in networking technologies, including DHCP, DNS, VPN, switching, firewall, and routing. Experience with Cisco, WatchGuard, SonicWall, and Ubiquiti firewall devices is preferred.
  • MSP Industry Expertise: Apply your expertise in the Managed Service Provider (MSP) industry to contribute to the seamless operation and management of client environments, ensuring optimal performance and reliability.
Requirements
  • Experience: 7-10 years of proven experience in the IT/MSP industry with a strong track record of successful project implementations and desktop support.
  • MSP Experience: Experience working for a Managed Service Provider (MSP) utilizing PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools. Experience with Autotask and Datto RMM is preferred.
  • Communication Skills: Excellent verbal and written communication skills with a customer-centric approach to problem-solving and interpersonal interactions.
  • Technical Expertise:
    • Experience with Windows Server 2012/2016, including Active Directory, Group Policy Objects (GPO), Internet Information Services (IIS), DNS, DHCP, DFS/R, and Microsoft Certificate Authority.
    • Managing Windows servers both on-premises and virtual, as well as M365 and Azure environments.
    • Proficiency in higher-end networking and VOIP technologies.
  • Project Management: Ability to thrive in a fast-paced environment, effectively managing multiple priorities and deadlines.
  • Leadership and Mentoring: Strong leadership and mentoring abilities with a passion for helping others succeed and fostering professional growth.
  • Adaptability: A flexible approach to working with new and evolving technologies.
  • Stress Management: A calm and focused approach to high-pressure situations.
  • Certifications: Industry certifications, such as Network CCNA, MCSE, or AWS Certified Solutions Architect, are preferred.

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