SEIDOR Networks is looking for a Second Level Support Engineer to join a growing team based in Johannesburg.
The Seidor Networks service desk is responsible for managing customer service levels by providing remote and occasional on-site support to meet SLA response and fix times.
As the second line of support, the candidate will be responsible for managing customer service levels by providing remote and occasional on-site support to meet SLA response and fix times.
He/she will also be accountable for customer satisfaction by achieving predetermined prescribed, measurable performance goals on a daily, weekly, and monthly basis. In addition, a second level engineer will be responsible for the management of escalations from junior engineers or assisting with priority incidents handed over from the professional services department.
This is the perfect role for a self-motivated individual with a natural technical enquiring mind with industry-relevant experience and the ability to work in a process-driven environment.
Role Requirements: Preferably tertiary qualification within IT or computer softwareMinimum 3-4 years industry-relevant work experienceMust be able to travel to and from the Woodmead office in Johannesburg to perform his/her daily dutiesMust have a valid drivers' license and own reliable vehicleMust be available to travel to customer sites for occasional calloutsThe position requires a mix of office-based and remote workingEssential Technical Knowledge and/or Experience: A+ / N+MCSE (Microsoft Certified Systems Engineer)At least 2-years' Microsoft 365 technical work experienceUnderstanding of Public Cloud and at least 1-years' technical work experienceAt least 2-years working experience with any routing vendor equipment and/or softwareExperience and understanding with Layer-2 networking and VLAN'sExperience and understanding with Cyberoam, Sophos XG Firewalls or industry equivalentAdvanced Microsoft Windows Desktop Operating Systems experienceAdvanced Microsoft Office Suite experienceAdvanced Microsoft Windows Server Operating Systems experienceMicrosoft Active Directory and Group Policy experienceMicrosoft Hyper-V knowledge and experienceDHCP and DNS knowledge and experienceIntermediate understanding of: Switching / VLAN'sRouting / NAT / Dynamic RoutingPacket flowEmail flow and MTA communicationUTM and Firewall appliancesWireless networksAdvantageous Certifications, Knowledge and Experience: ITIL FoundationSolarwinds N-AbleConnectWise ManageCCNA (Cisco Certified Network Administrator)Basic scriptingMimecastcPanelSSL CertificatesApache / IIS knowledgeKey Responsibilities: Complete onsite callouts for all incidents and tasks as neededPerform onsite maintenance tasks on occasionCommunicate telephonically and electronically with customers, vendors, and senior network engineers for escalationsManaging escalations from first level engineersTraining and coaching of first level engineersIdentify, troubleshoot, and resolve root causes of recurring incidentsEscalation of change requests to the professional services department, and assisting with high priority tickets where applicableMaintaining worklists within the Seidor Networks call logging system and meeting pre-defined daily, weekly, and monthly targetsLogging and updating of calls on a daily basisAbility to work in a team and independently, to deliver customer serviceAbility to prioritize, escalate and request assistance when needed in a timely mannerMust be open to learning new technologies and service delivery methodologiesPredefined technical certifications will need to be achieved in a predetermined timeframeKey Attributes: Strong verbal, telephonic and electronic communication skillsMust be a natural problem-solverResearch and analytical troubleshooting skillsTime management skillsPunctual and reliable
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