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Senior IT Support Engineer

2 months ago

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

Role Overview

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 stakeholders. Your expertise will be crucial in managing and resolving issues logged in our support system. You will assist employees facing challenges with their hardware, including servers, desktops, laptops, and printers, as well as applications and infrastructure-related concerns.

Collaboration with fellow IT professionals on various internal projects will be a key aspect of your role, as you help implement new or enhanced enterprise services for our user community.

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

Key Responsibilities:

  • Deliver support services to employees encountering technical difficulties with desktop, laptop, or network services, whether in-person or remotely.
  • Ensure timely resolution of issues or escalate them to the appropriate technical teams as necessary.
  • Provide regular updates on case statuses to management and end users.
  • Foster and maintain positive relationships with users.
  • Develop, document, and implement standard operating procedures and customer service protocols related to IT support.
  • Responsibilities may involve both internal and external client interactions.
  • Engage in company-hosted, web-enabled solutions or participate in project-based tasks alongside professional services and outsourcing teams.
  • Complete daily assignments with oversight from management or team leads.
  • Typically requires weekly oversight for individual projects and may contribute to specific tasks within group projects.

Required Qualifications:

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

Competencies:

  • Excellent organizational skills with the ability to multitask effectively in a busy environment.
  • Strong attention to detail, accuracy, and adherence to deadlines.
  • Ability to diagnose faults logically.
  • Commitment to customer satisfaction, self-improvement, and the initiative to enhance IT systems and processes.
  • Strong team player with the ability to work collaboratively and exercise independent judgment when necessary.
  • Exceptional communication skills, both written and verbal, with a professional demeanor in all interactions.
  • Willingness to travel as required.

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