Role: Senior Service Operations Engineer
Location: Cape Town
About Us: We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.
As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK. Position Overview:
The post holder will be part of the Service Operations team supporting and managing the various managed services provided through the team to customers and maintaining the management systems in use across the business to help improve service delivery and drive the growth of the business.
Responsibilities:
Responsible for resolving service tickets relating to non-critical alerts for Exchange, SQL, Backups, Hardware, Services, etc.
Managed AV
Patch Management
Operational systems under the control of the Service Operations team
End to end ownership of problem resolution.
Ongoing support of the management tools the team use.
Development and ongoing configuration of monitoring alerts across the customer base
Responsibility for automated patch deployment across the customer base covering Microsoft and certain 3rd party products. Reporting and escalating any failures.
Possess a thorough understanding of business risk in relation to infrastructure configurations and Microsoft technologies
Completion of internal and customer facing change controls.
Creating internal and client facing documentation, reports and recommendations.
Manage and work to both internal & client SLA's, escalating any concerns.
Managing internal and client expectations through clear communications
Support colleague development to enable them to resolve issues confidently and effectively
Lead on development of scripting to meet business and customer requirements
Strategic ownership and responsibility of ongoing maintenance of Datto (RMM tool)
Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
Create and maintain customer and department specific documentation.
Provide a technical escalation point for other members of the team.
Work with other business units to train staff on use of the RMM tool.
Develop innovative solutions to reduce effort required to resolve problems i.e. automation of tickets.
Understand the monitoring solution with a view to removing erroneous alerting and improving data quality.
Undertake all other reasonable requests.
Qualifications & Experience:
Excellent working knowledge of server hardware & software configurations and setup.
Competent management of changing workload and priorities.
Proven experience as a 2nd or 3rd line technical engineer supporting SME's.
Understanding of backup solutions and technologies.
Demonstrable experience of supporting Microsoft OS; Windows 8 upwards and Server 2008 upwards.
Experience of working in a customer facing role.
Microsoft MCSA/MCSE.
Familiar with working to SLA's to meet both customer and contract requirements.
Excellent understanding of Active Directory including user management and GPO's, PowerShell/scripting and general IT security.
Able to communicate verbally and in writing to both technical and non-technical audiences.
Creative, analytical problem solver with the ability to apply original and innovative thinking.
Evidence of good interpersonal skills for working with teams and individuals at all levels of the organisation.
Must be able to work collaboratively in a team environment.
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