Service Desk Engineer – Level 2

Job Title:
Service Desk Engineer – Level 2

Location:
Cape Town, South Africa

Salary:
25, ,000 ZAR – Monthly

Job Type:
Full Time

About Us:
We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.

As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.

Job Description:
To provide technical software, hardware and network problem resolution to clients. Perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment. Provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Key Responsibilities
Ensuring our client's systems and network infrastructure is smooth running, ensuring they get maximum benefits from them. Activities may include:

• Log all customer issues, queries, and requests into the ticket management system.
• Provide Server, Network, and Desktop Technical Support, diagnosing customer issues, and providing a high level of the first-time fix.
• To action Hardware configurations and software installations.
• Manage and work to internal and customer SLA's, escalating any concerns.
• Create and maintain customer-specific infrastructure documentation.
• End to end ownership of problem resolution.
• Managing client expectations through clear communications.
• Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
• Undertake all other reasonable requests.

Qualifications

• Proven experience as a service desk engineer supporting SME's
• Experience of working in a customer-facing role
• Familiar with working to Service Level Agreement (SLA)
• Working as part of a broader service delivery function.
• Supporting multi-site clients.
• Microsoft Windows Server
• Microsoft Office 365
• Microsoft Exchange Online
• Azure Active Directory
• Able to communicate verbally and in writing to both technical and non-technical audiences.
• Creative, analytical problem solver with the ability to apply original and innovative thinking.
• A methodical approach is suitable for to resolution of client requirements.
• Able to manage to change workload and priorities.
• Able to work both within a team and to use own initiative.

Click Here To Explore Our Company Benefits.
At Advania, we are dedicated to the growth and development of our employees, which is reflected in our diverse learning ecosystem. Whether through self-paced online courses or provider-led training sessions, Advania ensures that all employees have access to valuable learning opportunities. We offer a range of benefits designed to support training for personal development, business needs, and client requirements.

Discover how LinkedIn Learning has become our central Learning Experience Platform (LxP) driving skill development across our organization by reading our LinkedIn Learning Case Study

Our Selection Process
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.

As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.