Support Engineer ( JB317)
Durban
R25000 – R30 000 Per Month

Support Engineer responsibilities include:
Taking ownership of user issues reported and seeing problems through to resolution
Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Daily checks
Support the IT team with projects when required

Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and help desk software
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
Working knowledge of video conferencing systems is advantageous .


Job brief
We are looking for a Support Engineer to provide enterprise-level assistance to our users and support the IT team. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
The Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give users quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact users via phone and/or provide clear, written instructions and technical manuals.
Responsibilities
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask users targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Talk users through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time

Additional:
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Requirements
MCSE or equivalent with at least 3 years’ experience at Level 1 & 2 support
Proven work experience as a Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments, Office 365,HPE Aruba
Good understanding of computer systems, mobile devices and other tech products