Job Description

Tier III Support Engineer (JB3845)
Cape Town, Western Cape
Hybrid or Remote
R40 - 45 000 per month, negotiable
Permanent

This fast-growing digital transformation and managed solutions company provides a full suite of solutions to UK clients. As the 3rd Line Support Engineer, you will act as an escalation point for 1st and 2nd line engineers, mentoring colleagues, vetting knowledge base articles and providing support to an extensive UK client base.

As you will form part of the final escalation point team, a positive approach to new challenges is essential to troubleshoot support issues that you have not encountered before.

Applicants must have experience in a Managed Services Provider (MSP) environment, and previous experience working in a remote capacity, with UK clients is beneficial.

Working Hours: Monday - Friday, 09:00 - 17:30 UK
Benefits: 20 days leave, Training and Development and Career Growth.

Technical Skills:
Microsoft Windows server (2012, 2016 and 2019)
O365 and its complimentary add-ons (OneDrive, Teams, Flow, Planner, Delve etc)
Strong troubleshooting experience with:
o Azure
o HyperV/VMware
o InTune/MDM
o Exchange
o SQL Server
o Sharepoint
o Storage (SANs & NAS)
Antivirus (ESET & Sophos)
Firewall fundamentals (WatchGuard/SonicWall)
Networking fundamentals (managed switching, VLANs)
Excellent general hardware/software troubleshooting and problem-solving skills.
Advanced virtualisation troubleshooting (HyperV/VMware)
Advanced firewall troubleshooting (WatchGuard/SonicWall)
Advanced networking skills
Advanced InTune/MDM skills
Storage troubleshooting (SANs & NAS)
Advanced Exchange troubleshooting
Advanced SQL Server troubleshooting

Duties and Responsibilities:
Providing 3rd-line technical support for hardware and software issues.
Final escalation point for the support team.
Root cause analysis specialist.
Delivery of advanced technical training to the support team, to advance their skills.
Managing the timely resolution of open calls and call actions across all customers.
Take ownership of incidents assigned to you and manage them through to resolution.
Ensure that any technical or operational issues on a service ticket are escalated efficiently.
Ability to research ideas and concepts to source suitable technical solutions or resolve problems.
‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes.
Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’.


Please email your full comprehensive CV to resumes@kontak.catsone.com and quote JB3845 in the subject line
For full JD & to apply online https://www.kontak.co.za/vacancies.php
Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.

IMPORTANT: We specialize in specific niche fields. Regret that we are unable to assist in any fields outside of this scope. Fields can be viewed on our website.

Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per the Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.
 

Skills Required