Senior 2nd Line Support Engineer

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Senior 2nd Line Support Engineer

Benefits: Negotiable
Location: Cape Town, Century City
Type: Permanent
Reference: #21178
Company: Datafin Recruitment

Job description

A fast-growing UK tech company seeks the technical expertise of a self-driven and customer-centric senior 2nd line support engineer to join its team. The ideal candidate will have recent experience in a role providing quality second-line technical support on incidents and escalated problems on over 350 client IT networks incorporating Microsoft, Dell, Cisco, Symantec, Cloud and Citrix technologies mainly remotely, and be comfortable with liaising with clients mainly via email and over the phone. You must have strong Desktop Troubleshooting skills and basic to intermediate server and network identification experience. A formal IT qualification, preferably MCSE/MCITP or multiple MCPs, will prove hugely beneficial. The role will be remote until further notice.
  • Delivery of high-quality remote support on a range of technical incidents and problems across the client base.
  • Telephony:
    • Answer calls and attempt first call resolution.
    • Confirm and capture accurate information.
  • Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLAs.
  • Prioritise and manage several tickets at one time.
  • Take ownership of technical escalation.
  • Contribute to and improve internal knowledgebase assets.
  • Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
  • Provide prompt and accurate feedback to clients.
  • Direct unresolved issues to Senior Support Service Engineer for technical escalation.
  • Always maintain data quality and accuracy standards.
  • Respond appropriately to, and effectively resolve, customer incidents, queries or complaints.
  • Troubleshoot, install, maintain and support a wide range of SME IT systems.
  • Work on cases remotely via phone, email and Internet.
  • Hardware, software, desktop, network and infrastructure support.
  • Take ownership of incidents assigned to you and manage them through to resolution.
  • Ensure SLAs are met; time to respond, time to resolve and first-time-fix.
  • Application troubleshooting.
  • Delivery of high-quality remote support on a range of technical incidents and problems across the client base.

  • Hold a formal IT qualification, ideally MCS/MCITP or multiple MCPs massively advantageous but not a deal-breaker.
  • Previous experience in a similar role.
  • Excellent desktop troubleshooting skills.
  • Basic to intermediate server and network identification and troubleshooting skills.

While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
When applying for jobs, ensure that you have the minimum job requirements. Only  SA citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to target="_blank and mention the reference numbers of the jobs. We have a list of jobs on . Datafin IT Recruitment - Cape Town Jobs.

Personal Skills/Attributes

Support, Engineer
Posted on 12 Oct 21:41, Closing date 11 Nov


Chantelle Lawrence
[email protected]
087 351 0743

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