Grow Better:
At Cloud Direct, we have our own ambitious plans to scale and grow with purpose. This growth creates huge opportunity for A-class talent to join us on that journey.
A job at Cloud Direct is unlike any other you've had. You'll be challenged. You'll be inspired. And whatever you do, you'll grow and be part of something exciting. "More is in you" is a mantra that permeates the core of our culture. It means you dig deep and bring out the best in yourself.
We employ the smartest, brightest and most capable. Luckily, you seem to be attracted to us, too.
Purpose of the role:
This is an exciting opportunity to be part of an international Managed Service Provider (MSP) - we're looking for an ambitious, energetic Service Desk Engineer to join the rapidly expanding Cape Town office.
The role offers fantastic growth opportunities – work hard, learn as you go and work your way up the support ladder. You'll be engaging with a range of internationally based clients, so the ideal candidate needs to be well-spoken and an excellent communicator.
The role itself involves remote support and escalation to the senior support team. As the "front door", you'll be representing the business, so the responsibility is on your shoulders to provide a professional and positive first impression whilst ensuring a reliable resolution of customer technical issues when raised via the client's help desk.
Key Responsibilities:
First response customer interaction, triage and information gathering
Extensive communication; Inbound and outbound calls, email and internal communications
Case hygiene; creation, classification, escalation and management
Accurate time logging
Remote support on an array of hardware and support systems
Adhering to business processes and procedures
Standard Operation Procedure (SOP/KB) Creation
Detailed resolution summary
Requires 24/7 shift rotation and working from the office
Requirements:
Higher education diploma or degree in Computer Science, Information Systems, engineering, or minimum 1-year hands-on experience in an IT Desktop/Server support role
Windows desktop - Microsoft Operating Systems
Microsoft Office Suites
Microsoft Active Directory
Microsoft Office 365
Preferred:
Microsoft Server 2012 and above
Administration of Microsoft Exchange 2013 and above
Knowledge of Microsoft Azure (AZ900, AZ104)
Knowledge of Microsoft 365 (MS900, MD-100, MD-101, MS-100, MS-101)
Knowledge of monitoring systems (PRTG)
Knowledge of PSA tools (Service Now)
Knowledge of RMM tools (LogMeIn)
MCSE/MCP certification or qualifications
What do we offer you?
Responsible Time off (uncapped annual leave)
Group Life Cover /Disability Income Cover/ Trauma Insurance Cover (Injury / Disability)
Fitness Cash Contribution
Pension Fund Contribution
Medical Insurance Contribution
Employee Assistance Programme
Enhanced Maternity & Paternity Leave
Endless Growth Opportunities: We provide ample opportunities for professional development, mentoring, and advancement.
Culture of Excellence: We foster a high-performance culture that recognizes and rewards exceptional talent.
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