DescriptionOur client in the IT industry is currently looking to employ a Senior Customer Engineer, based in Cape Town.A wonderful career opportunity awaits you.Requirements:Grade 12 CertificateCompTIA A+ and N+CCNA/CCNPMCITP/MCSE on Windows Server 2012+Microsoft 365 Administration3-6 year minimal IT experience(Advantageous) Microsoft Azure Certification(Advantageous) Vendor Certifications (HPE, DELL, LENOVO, IBM, etc)2 years minimal experience in an enterprise server environment with administration and problem resolution of Windows Server.2 years minimum experience in virtualised workloads (VMWare / Hyper-V).Extensive knowledge of Desktops, Laptops, printers, Network Copiers.Extensive knowledge of Microsoft 365 Suite (Licensing, Products, Services).Extensive Knowledge of Windows 10 & 11 Operating Systems.Knowledge of Redundancy Strategies (RAID, HA, Failover, MPIO).Knowledge of Hyper Visors (VMWARE, Hyper-V, Azure).Knowledge of Windows Server 2012+ Operating Systems.Knowledge of Active Directory, DNS, DHCP, RDS Roles.Knowledge of Installation and Configuration of Exchange / SQL Server.Knowledge of Basic Scripting Tasks for Large Scale Deployments.Knowledge of LAN / WAN Solutions.Knowledge of Networking (VLAN, Routing, Switching).Knowledge of ITIL processes and experience adhering to them in a production environment.Knowledge of Remote Monitoring Systems.Knowledge of SAN Storage Management.Knowledge of Public Services (DNS, Public IPs, Subnetting).Knowledge of Firewall Management (ACL, Zones, NAT).Knowledge of Installation and Maintenance of Proxy Servers.Responsibilities and expectations but not limited to:1st Line Support:Support Delivery: Provide support via email, phone, or remote assistance.Issue Resolution: Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and peripherals.Network Troubleshooting: Apply basic network principles to resolve connectivity issues.Active Directory Management: Use Active Directory for GPOs, logon scripts, and user management.OS and Software Management: Install, configure, and maintain Windows 10/11 and software suites (Office 365, OneDrive, SharePoint, Azure AD).Hardware Support: Replace hardware components in desktops and laptops.Documentation: Keep accurate records of IT inventory, software licenses, and configurations.Compliance: Adhere to security protocols and company policies.2nd Line Support:Issue Support and Troubleshooting: Investigate and resolve incidents, analyse system metrics, logs, traffic, and configuration changes.Virtualization Management: Manage and maintain Microsoft Hyper-V and VMware environments.Patch Compliance: Ensure adherence to patch compliance levels and assist with troubleshooting patch failures.Collaboration: Work with Customer Engineers on complex issues and project rollouts.Audits and Backups: Conduct server and security audits, perform system backups, and manage recovery processes in line with disaster recovery and business continuity strategies.Server Integration: Integrate email, print, and backup servers into enterprise systems.Active Directory Support: Provide support for Microsoft Active Directory and Windows-based systems, including directory and identity management.Project Leadership: Lead projects related to infrastructure and network improvements or upgrades.3rd Line Support:System Oversight: Oversee and maintain server and network systems, troubleshooting issues as they arise.Infrastructure Management: Design, implement, and manage IT infrastructure including servers, storage, networking, and security systems.Escalation Handling: Ensure all escalations are addressed and production is restored to normal within SLA timeframes.Client Site Visits: Visit client sites to troubleshoot, configure, and implement IT solutions.Hardware Resolution: Resolve hardware issues and consult with third-party vendors when necessary.Continuous Improvement: Seek and implement opportunities for improvement in IT systems and service delivery.Documentation: Maintain comprehensive documentation for all system and network configurations.Industry Awareness: Stay updated with industry trends and best practices in infrastructure and network engineering.Capacity Management: Manage capacity effectively to optimize system performance.Reporting: Compile reports, including Health Checks on server infrastructure, for clients.Collaboration: Work with other IT professionals to resolve complex technical issues.Backup Systems: Ensure backup systems are operational and that the backup policy is enforced.Preventative Maintenance: Analyse existing systems and operations to develop and implement preventative maintenance strategies.Problem Identification: Identify potential issues and notify relevant stakeholders promptly.Critical Thinking: Employ strong critical thinking skills to lead and manage situations involving major outages.
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