Support Services Engineer

About Us
We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Salary
The budgeted salary for this role is R22,000 - R28,000 per calendar month

Click
here
for the list of benefits.

HYBRID WORKING
We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Position Overview
The main purpose of this role is to provide standard technical support required of a Support Services engineer including guidance to end users and Support Services Engineers, whilst assisting the Team Manager (TM) to co-ordinate team activities, working closely aid coordinating team activities, training, scheduling, monitoring, and documentation.

Responsibilities

• Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual, polite and with empathy)
• Take ownership of incidents or requests allocated to the relevant virtual team ticket queue and professionally manage them through to resolution or escalation
• Ask targeted questions to diagnose problems
• Contribute fully as an active team member and ensure personal and team objectives are achieved
• Collaborate with other teams to maintain standards and functionality
• Maintain a professional relationship with clients
• Utilize excellent customer service skills and exceed customers' expectations
• Report potential client facing risks
• Report customer feedback and potential product request
• Maintain your own personal development plan with support from your team leader
• Collaborate with other teams to maintain standards and functionality
• Undertake any other tasks as assigned by management
• Availability during your shift hours (which may incur shift & desk rotation)
• Identify incidents, troubleshoot, maintain and support a wide range of systems
• Ensure SLAs are met

In addition to the above, you'll be comfortable supporting clients, working to agreed timeframes and providing solutions.

Qualifications, Qualities & Experience

• Supporting on the following:
• Azure AD Office 365 / Exchange online or Exchange on Prem
• Office products - MS Teams, MS Package (MS Word, MS Excel etc)
• Active Directory
• Networking (DNS, IPConfigs, release and renew, Winsock resets etc)
• Troubleshooting abilities for share drives, permissions and security groups (creation and Admin)
• Group policies - GPupdate/Force
• Excellent verbal communication skills as well
• Good analytical and technical skills and continually look to improve on this.
• Collaborative workstyle with positive communication and sharing of knowledge and information.

Our Selection Process
Click here to explore our company benefits.

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.

Please do let us know if you'll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

We are
the
tech company with people at heart.
Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.