Intermediate Support Engineer

THE MAIN RESPONSIBILITIES OF THE JOB ARE:

The most frequent duties for this job are set out below, but the job may include other or occasional duties and responsibilities:

• • Install, configure and support all Microsoft desktop and server operating systems.

• • Install, configure and support all Microsoft and other application software (desktop and server).

• • General hardware installation and troubleshooting (desktop and server).

• • General troubleshooting on all IT related equipment.

• • Respond to and resolve support calls at customer sites.

• • Respond to and resolve support calls via remote connection (desktop and server).

• • Assist customers telephonically.

• • Remote administration of servers and workstations.

• • Compile desktop and server configuration documentation for client sites.

• • Execute orders and follow up service and repairs with external suppliers.

• • Identify possible risks or problems and escalate to senior engineer.

• • Assist with management of the support team and provide 1st line escalation for technical issues (from support engineers).



QUALIFICATIONS:

• • At least a Matriculation certificate.

• • International MCSE or MCSA (on Windows Server 2012 r2) a requirement.

• • Windows Server 2016 advantageous.

• • A+, Server+, N+ or similar qualification an advantage.


KNOWLEDGE AND EXPERIENCE:

• • Excellent understanding of Windows Event logs and how to identify problems.

• • Knowledge of backup solutions like Backup Exec, Windows Backup, Altaro and similar applications (configuration, use and troubleshooting).


• Experience with remote support applications and techniques (e.g. VPN, RDP and Team Viewer).

• • Working knowledge of Active Directory administration: creating user accounts, resetting passwords, disabling and deleting users.

• • Experience with server maintenance and health checks on Windows Server.

• • Experience with the configuration and administration of Office 365.

• • Experience with logging and following up calls with external suppliers and service providers.

• • Excellent knowledge of hardware components and hardware troubleshooting procedures (desktop and server).

• • Working knowledge of server hardware systems such as RAID.

• • Excellent knowledge of Microsoft desktop operating systems and desktop software.

• • Good working knowledge of all Microsoft Office applications e.g. Word and Excel.

• • Good knowledge of TCP\IP networking is required.

• • Good knowledge of server software and systems.

• • Experience with configuring routers and wireless access points.

• • A minimum of three years desktop support experience.

• • At least two years server support and maintenance experience.


ATTRIBUTES

• • An organized individual that can work unsupervised and effectively manage time and multiple tasks.

• • An analytical thinker that works methodically and always pays attention to detail.

• • An individual that always thinks before they act.

• • An individual who enjoys studying and improving their knowledge.

• • Ability to follow checklists and procedures accurately and adhere to company standards.

• • A self-starter that is able to work alone or in a team.

• • Ability to work under pressure and remain focused.

• • A well-presented individual with excellent communication and inter-personal skills.

• • A motivated individual with a passion for technology.

• • Ability to identify, assess and solve desktop hardware and software problems innovatively.

• • Must have own transport and the ability to work after hours (on short notice) when required.

• • An individual that enjoys completing detailed technical documentation.


REMUNERATION

• Cost to company between R17 000 and R25 000. o Dependent upon qualifications, experience and skill level.

• Medical aid (50% paid by company, 50% by employee).

• Reimbursement for company travel.

• Overtime pay in the form of commission.

• Company provided laptop.