Support Services Engineer - 2nd Line

Support Services Engineer - 2nd Line 2nd Line Engineer for our ever-expanding Service Desks team in Cape Town Join Us We usually respond within a week Position Overview: The main purpose of this role is to provide standard technical support required of a Support Services engineer including guidance to end users and Support Services Engineers, whilst assisting the Team Manager (TM) to co-ordinate team activities, working closely aid coordinating team activities, training, scheduling, monitoring, and documentation. Read more about our Microsoft Designations and Awards here we are also one of the first to achieve the newly launched Microsoft Support Services Designation The budgeted salary for this role is between R22,000 and R28,000 gross per calendar month. In the event of an offer the salary will be determined by the level of knowledge and skills in the technologies mentioned below. Click here to explore our company benefits. The Recruitment Process for this role is as follows: If your CV advances to the assessment stage, the initial step will be a brief technical test for which guidance and detailed instructions will be provided. Upon completion, our hiring team will evaluate both your test results along with your CV, and you can expect to receive feedback within 48 hours regarding your progression. Should you be invited to participate in a face-to-face assessment, you will have the opportunity to select from several available assessment mornings (Typically a Monday), requiring your attendance at our offices in Century City, Cape Town. If you are unable to attend one of the earlier dates, rest assured that final decisions will be made after all assessment days are complete, towards the end of the month, ensuring you will not be disadvantaged. Hybrid working We recognise the benefits that remote and flexible working brings. We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team. #LI-Hybrid Qualifications, Qualities & Experience – you will be assessed on all these technologies during our assessment process A minimum of 2 years’ experience working as a 2nd Line Service Desk Engineer is required Office 365: MS Entra ID | Exchange Online | Exchange On-Premise | SharePoint Online. Azure: Azure Virtual Desktop | Microsoft Azure. Management Tools: Microsoft Intune | Microsoft Defender | Microsoft PowerShell. Office products: MS Outlook | MS Word | MS Excel | OneDrive etc. Active Directory: Management of user accounts and permissions | Configuration of security groups | Implementation of Group Policies. Storage Solutions: Management of shared drives. Networking: DHCP | DNS | IP Addressing | VPN. Mimecast experience. Hardware and Software Troubleshooting: Diagnosing and resolving issues related to desktops, laptops, peripherals, and software applications. Previous experience supporting Apple devices and software is beneficial. Excellent verbal communication and writing skills. Exceptional customer service skills maintaining professionalism under pressure. Ability to work independently prioritizing tasks accordingly while meeting deadlines. Be team oriented, open to sharing information, and capable of communicating effectively with colleagues. Maintaining accurate records of issues and resolutions. Experience in using ServiceNow or similar ticketing systems. Desirable Certifications: AZ-900, MS-900, SC-900, AI-900, AZ-140, AZ-104, MD-102, MS-102. Responsibilities: Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual, polite and with empathy) Take ownership of incidents or requests allocated to the relevant virtual team ticket queue and professionally manage them through to resolution or escalation Ask targeted questions to diagnose problems Contribute fully as an active team member and ensure personal and team objectives are achieved Collaborate with other teams to maintain standards and functionality Maintain a professional relationship with clients Utilize excellent customer service skills and exceed customers’ expectations · Report potential client facing risks Report customer feedback and potential product request Maintain your own personal development plan with support from your team leader Collaborate with other teams to maintain standards and functionality · Undertake any other tasks as assigned by management Availability during your shift hours (which may incur shift & desk rotation) Identify incidents, troubleshoot, maintain and support a wide range of systems · Ensure SLAs are met In addition to the above, you'll be comfortable supporting clients, working to agreed timeframes and providing solutions. About Us: We are the tech company with people at heart. At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services. Our Selection Process: We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law. Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form. As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted. Department Managed Services Role Service Delivery - Service Desks Locations Cape Town, South Africa Remote status Hybrid Monthly salary ZAR22,000 - ZAR28,000 Employment type Full-time About Advania UK We are the tech company with people at heart. Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.