Senior Support Engineer (Exchange, Active Directory, Hyper-V) (CPT)
IT – Support
Cape Town – Western Cape
ENVIRONMENT:
YOUR strong technical expertise as a Senior Support Engineer is sought by a dynamic Internet Service & Network Specialist where your core function will be to provide a high level of support to Enterprise clients. You will be responsible for Software Support Services including Microsoft Windows Server, VMware, Veeam, Microsoft Exchange, and Hyper-V. You will require Matric/Grade 12, possess a Microsoft MCSA 2016 Certification or equivalent with extensive experience supporting Microsoft Exchange 2010 or higher, ITIL v2 Foundation, Active Directory and Hyper-V.
DUTIES:
- Responsible for providing Senior Enterprise Server support to all clients.
- Responsible for troubleshooting hardware issues across platforms HPE ,Dell, Lenovo, Huawei, IBM etc. platforms. A strong cross skill will be advantageous.
Escalation Management –
- Assist with escalations from 1st and 2nd Line Support Engineers.
- Provide 2nd to 3rd Line datacentre, network, and security support.
- Where needed, escalate to 3rd Line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
- Manage and drive to resolution escalated incidents, problems, and requests.
- Professionally respond to and resolve / fulfil all incidents and service requests assigned.
Problem solving –
- Remediate technical issues identified by audit risk findings and monthly reporting.
- Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
- Professionally respond to and resolve / fulfil all incidents and service requests assigned.
Own Root Cause Analysis and Problem Management –
- Provide advanced-level of desk side support for desktop-related technical issues.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
Service Improvement –
- Identify opportunities to innovate, extend and enhance service delivery.
- Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
- Track and monitor service levels and implement action plans to improve.
- Proactive follow-up on escalated issues.
- Participate, lead, and initiate various projects to continually improve the customer environment.
- Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
- Gauge the effectiveness.
Creation –
- Create and update documentation related to installation procedures and troubleshooting.
- Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.
Maintenance –
- Ensure that all applicable site documentation and standard operating procedures are maintained up to date.
Relationship Management –
- Communication.
- Develop and maintain a professional working relationship in support of the Service Delivery Manager with the following: Clients, End-users, Support teams, 3rd party Vendors.
- Communicate oral or written feedback and technical information to all levels.
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
- Manage customer satisfaction through effectively communicating and managing customer expectations.
- Work closely with customers possessing varying levels of IT knowledge and provides end user technical support.
- Remain courteous, tactful, honest and professional in all communication and interactions with customers and other parties.
- Regularly follow-up on outstanding queries with other entities who are involved with specific calls.
Team player –
- Provide training as required.
- Work with executive team members, decision makers, and stakeholders to define customers’ requirements and systems goals, and to identify and resolve customer systems issues.
- Perform research and continued effort towards education for the purpose of improving knowledge and experience-levels in the products/systems supported by the company.
REQUIREMENTS:
- Matric / Grade 12 Essential.
- Microsoft MCSA 2016 or equivalent.
- Extensive experience supporting Microsoft Exchange 2010 or higher.
- ITIL v2 Foundation.
- Extensive experience supporting Active Directory and Hyper-V.
- Extensive experience supporting multi-Vendor Hardware platforms.
- Self-starter with a proven track record and contactable references.
- Own reliable transport and driver’s license.