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Salary Negotiable Cape Town, Western Cape more than 14 days ago

Lead Senior Systems Engineer

Location: Cape Town CBD
Salary: R29k per month

Requirements:

Solid experience as a Senior Systems Engineer
Have an advanced understanding of core network infrastructure hardware (routes, switches,UTM)
Have an advanced understanding of server infrastructure (hardware, software, roles)
Clear understanding of the importance of the infrastructure requirements of any business (threat management, patch management, backup management, connectivity management, asset management)
Have a good understanding of software licensing schemes – specifically around Microsoft products
Experience with the managing of technical employees and teams.
Excellent communication skills both written and verbal
A self-motivated person whom is dynamic and professional and continuously strives for personal development.
Time Management; ability to ensure the timely completion of all support tickets, escalations, tasks and provide weekly status reports to management
The individual has good integrity and a great attitude towards his career
Team-oriented but ability to work as an individual
Takes pride in personal appearance and image

Duties:
Support

Ability to handle problem recognition; research, isolation, resolution and follow-up for routine user problems.
Lead both end users and technical team members through diagnostic procedures to determine the source of a problem.
Finding the root of the problem to ensure it is resolved first time round to limit call backs.
Ability to work in a pressurized environment; solve, evaluate and prioritizes support tickets
Provide technical support for all support tickets and escalations (onsite and offsite)
Ensuring SLA response times are met
Be available as a 2nd and 3rd line support after hours
Ensuring all our customer site servers uptime are as close to 100% as possible by identifying risks and making appropriate recommendations
Experience with logging and following up calls with external suppliers and service providers.

Communication

Ability to communicate complex technical problems at both an end user and director level.
Provide updates to the customers and team on the progress of support tickets and escalations via CRM/email.
Attend meetings with engineers and technical coordinators

Escalation

Have a good understanding of escalations, the reasoning behind them and how to best manage them.
Escalating more complex problems to supervisor or senior technical staff to ensure fastest resolution.
Develop and constantly improve the escalation procedure

Training

Facilitate the sharing of technical knowledge across technical team through ongoing written communication and specialized training.
Assist in writing or revising user training materials for support services such as service forms, work flow charts, incident reports and visual displays.
Assist the primary engineers to develop network diagrams for their sites
Ensure that the technical systems and processes (IP) developed over the years are accurately implemented by the technical team across sites
Develop weekly training schedule for technical team

Pre-Sales, Project Design, Planning and Service Improvement

Play an integral role in the sales cycle of new and existing customers
Design & plan new infrastructure for customers with the help of the primary engineer (nationally)
Design, plan, deploy new infrastructure for
Improve our current N-able system & processes to continue to be a leading MSP
Together with management develop new hosted services
Lead company to implement ITIL framework.
Improve N-central automation and functionality
Assist in developing better systems and processes which improve the overall company (N-Central / Autotask)
Researching & development of better technical solutions for customers and client

Key Performance Indicators

Master the Basics (time management, communicate with customer In right way/ effectively, respect colleagues)
Ensure the technical team exceed customer Support Plan SLA’s (Service Desk & Onsite)
Consistent internal and external technical and non-technical communication
Provide consistent formal internal technical training
Design, plan and implement new IT infrastructure for new and existing customers
Play a leading role in ensuring the technical team are effectively managing customer sites.

Recruiter: CompuJobs