Job Description

An Onsite Mid-Tier Engineer who carries out their support function at a client premises, has a unique, yet critical role to play in our Professional Services team. This position requires a variety of skills and applied patience. Onsite Mid-Tier Engineer is required to support multiple, different, and forever changing environments. Communication (both verbally and written) needs to be excellent, empathy, and the ability to manage expectations effectively are sought after characteristics. This function is 'fast paced' and often measured on the ability of an individual to work within a growing team of varied skill sets. A successful Onsite Mid-Tier Engineer will have the ability to turn a disgruntled user into a satisfied one by consistently providing good turnaround times in resolution and first time fixes.

EXPECTATIONS:

Excellent communication (both written and verbal) Ability to be self-managed and work independently, or part of a team Ability to manage End User frustrations effectively, and exercise the patience needed to communicate to End Users who may often be unhappy Ability to follow predefined procedures and escalate timeously to the OPS Manager where required Ability to meet deadlines and complete tasks within SLA timeframes Ability to use knowledge base resources to resolve problems Good attitude towards work and colleagues Consistent, prompt delivery in often common or repetitive tasks Punctuality when keeping appointments and awareness of written tone Be prepared to perform overtime work and after hours support required

JOB DESCRIPTION:

Good Active Directory skills - required for the administration of user accounts and passwords Strong understanding of user hardware and software Strong troubleshooting and fault finding skills with proven methodology - must be able to troubleshoot problems telephonically with minimal assistance Strong Desktop operating system knowledge and troubleshooting Strong Office automation skill and knowledge Create new Incidents, Troubleshoot, and show descriptive steps taken to resolve Installing and troubleshooting Microsoft Outlook usability issues along with general connectivity to the internet Good understanding of Microsoft Exchange or O365/MFA, Azure and general mail requirements Be abreast of technology changes and be able to motivate technology changes to the Client where necessary The ability to quickly identify and remediate networking problems within the LAN, WLAN The ability to troubleshoot Firewalls, Routers, Switches and AP's An understanding of Network security including industry best practices. Ability to form customer relationships remotely Ability to write accurate and descriptive fault reports when required Ability to provide support to multiple Customer environments which often involve an ever changing IT landscape

Qualifications and Education Requirements

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Grade 12 - Required A+ and N+ - Required Microsoft 365 Certified: Microsoft 365 Certified: Administrator Expert Microsoft Certified: Azure Administrator * Bachelor's Degree in Computer Science or Information Technology Diploma - Beneficial