Senior IT Support Engineer

3 weeks ago

Nelspruit, Mpumalanga, South Africa DevFinders Full time

We're seeking an experienced Tier 3 Technical Support Specialist to join our team at DevFinders in a remote role. This critical position offers a broad scope of responsibilities integral to our operational success, allowing you to make a significant impact on our clients' outcomes.

In this role, you'll deliver advanced technical support, resolve complex issues across Windows and Linux operating systems, and ensure smooth and efficient system performance. You'll also play a key role in managing and optimizing our cloud solutions, including Office 365, Redstor, and Barracuda, tailored to support both client and internal infrastructures.

  • Key Responsibilities:
  • Provide exceptional customer service and technical support as the first point of contact for clients.
  • Manage incoming requests, incidents, and requests from the help desk, ensuring timely and efficient resolution.
  • Provide customers with timely updates on cases, adhering to agreed Service Level Agreements (SLAs).
  • Escalate high-priority issues to management, ensuring prompt and effective action.
  • Complete regular tasks in line with Service Desk procedures, maintaining a high standard of service delivery.
  • Review daily priorities and take appropriate action to ensure results are achieved, demonstrating proactivity and problem-solving skills.
  • Monitor the integrity and status of customer sites, ensuring usage, revisions, views, and reporting align with customer business requirements.
  • Install, test, maintain, and repair hardware and software, ensuring smooth and reliable operation.

What You'll Get:

  • Salary: R20,000 - R25,000 per month depending on experience
  • 40 days paid holiday annually
  • Fully remote working

Must-Have Skills:

  • Minimum 5 years relevant experience.
  • Configuration and implementation of cyber essentials and GDPR security standards.
  • Proficiency in Office 365 Cloud services (Email, SharePoint, Teams, OneDrive).
  • Experience in network infrastructure maintenance and installations (Routers, Switches, AP's, DHCP, DNS, TCP/IP, Firewalls, VLAN's).
  • Ability to proactively support and collaborate with service providers.
  • Strong understanding and adherence to industry best practices.
  • Expertise in Windows Server 2016, 2019, 2022 (including Group Policies, Security Policies, etc).
  • Experience with Azure administration and implementations.
  • Comprehensive knowledge of Windows 10, Windows 11, and Mac operating systems.
  • Familiarity with different client builds/imaging.
  • Excellent customer support, written and verbal communication skills.
  • Proven ability to problem-solve and find effective solutions.

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