It Support Engineer (1st, 2nd Or 3rd Line) - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 18-11-2015 4:00:24 PM
16-12-2015 4:00:24 PM
Support Engineer (1st, 2nd and 3rd Line) at IT Lab, Cape Town.
 
So here’s the deal… if you are the most driven, ambitious, enthused, charming and downright brilliant IT engineer out there - we’ll give you a great job in a cool office, pay you a good salary with excellent benefits, and give you endless self-development opportunities.
 
We are looking for 1st, 2nd and 3rd line remote support engineers to join the 45+ strong service desk team in our Cape Town office, in providing unparalleled service excellence to our base of over 400 clients and 13,000 end users across the UK.
 
Get Obsessed at the Lab:
 
IT Lab is one of the UK’s most established and fastest growing SME focused IT managed services providers - having been in operation for over 17 years and currently employing over 300 staff throughout the UK and Cape Town.
 
Driven by it’s trademark, Service Obsession, IT Lab is regularly recognised for it’s service excellence, fantastic working environment, and exponential growth. Currently ranked 3rd in the EMEA and 16th in the world for the 2015 ‘MSP Mentor 501’ managed service providers survey. Whilst also having won the Sunday Times and Financial Times ‘Best Companies To Work For’ awards every year since 2009, with a 3 rating for 2015. In addition to being shortlisted as a finalist in the ‘B2B Business Of The Year’ category for the UK’s 2015 Growing Business Awards.
 
This is an excellent opportunity to become an instrumental part of a customer focused support team in a rapidly expanding company that will allow you to work and grow across a varied technical environment.
 
The Package:
 
  • Salary and position based on expertise and experience
  • 22 days’ annual leave
  • Access to a medical aid scheme
  • Access to a pension scheme
  • A fun office environment, with free refreshments, free Friday lunches, PS4, pool table and regular social activities
  • Situated in a beautiful office in the foreshore area of the Cape Town CBD
  • Working for an established London based employer with predominantly UK based clients
  • 40 – 45 hours per week, shifts during the core business hours of Monday – Friday, 8am – 9pm as well as some out of hours shifts, a flexible approach to shift times is essential for this role
 
What Does a Support Engineer Do?
 
  • Posses excellent customer service skills in responding appropriately to, and effectively resolving, customer incidents, queries or complaints
  • Ability to take ownership of incidents assigned to you and manage them through to resolution
  • Troubleshooting and maintaining a wide range of systems, including but not limited to: brand name networking equipment like Fortigate and Cisco, HP and Dell servers, Microsoft Server SBS, 2003 through to 2012, Microsoft Windows XP to 10, Linux and Apple server and desktop OS’s, workstation hardware, Office365, Mimecast and Hyper-V / VMWare virtualisation
  • Ensuring SLA’s are met; time to respond, time to resolve and first-time-fix
 
1st-line engineer
 
  • Would require a level of supervision (whether onsite or remote)
  • Basic server and desktop troubleshooting (e.g. password resets; cabling; access; workstation configuration)
  • Workstation rebuilds
  • Software installation
  • 6 months to 2 years+ experience
  • Qualifications equivalent of A+ and/or MCITP
 
2nd-line engineer
 
  • Minimal supervision required
  • Moderate to advanced troubleshooting skills (e.g. AD; servers; workstations; databases; networking)
  • Ability to know where to find information if unable to resolve immediately (i.e. technical sites; forums, vendors; etc)
  • Server rebuilds
  • Application troubleshooting
  • 2 to 5 years+ experience
  • Qualification equivalent of MCSA and/or CCNA
 
3rd-line engineer
 
  • No supervision required
  • Excellent troubleshooting skills (e.g. Fortigate; Citrix; VMWare; Exchange)
  • Investigation of repeat failures and establishing root cause problems
  • Consulting on technical projects and solutions
  • Minimum 5 years’ experience
  • Qualification equivalent: MCSE and/or CCNP with working knowledge of ITIL
 
So, Am I Right for the Job?
 
If you meet the below requirements, get in touch now!
 
  • Matching the criteria of the 1st, 2nd or 3rd line roles detailed above
  • Experience of providing IT support in a commercial environment relevant to your level (i.e. 6 months+ for 1st line and upwards for other lines)
  • Excellent communication and interpersonal skills
  • Experience in the systems and hardware detailed above
  • Some formal IT qualification, ideally MCSE/MCITP or multiple MCPs is advantageous but not essential!
 
All applicants must apply through the online jobs portal, upload a CV and complete the online technical exam in order to be considered.
 
Good luck and please bear in mind we receive a very high number of applications; we will endeavour to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
 

Recruiter: CompuJobs