31mo ago

First Level Support Engineer | SEIDOR Networks

ZAmid

EngineeringCustomer SupportSupport Engineer

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Quick Summary

Key Responsibilities

Communicate telephonically and electronically with customers, vendors, and senior network engineers for escalations Provide predominantly desktop/endpoint support Identify, report, and resolve hardware and software issues on laptops and desktops…

Technical Tools

ms-officesql

SEIDOR Networks is looking for a First 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 first line of support, the candidate will be responsible for providing first line technical support in a professional manner. He/she will be responsible for resolving incidents and performing tasks logged by customers within predetermined SLA times.

The candidate will be accountable for customer satisfaction by achieving predetermined prescribed, measurable performance goals on a daily, weekly and monthly basis.

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:

Matric certificate
Minimum 2-years industry-relevant work experience with a customer-facing and/or telephonic support
Must be able to travel to and from the Woodmead office in Johannesburg to perform his/her daily duties
Must have a valid drivers’ license and own reliable vehicle
Must be available to travel to customer sites for occasional callouts
Must have a reliable home uncapped Internet connection with a minimum of 4Mbps download/upload speed to work remotely
The position requires a mix of office-based and remote work from home
Must be willing to learn new technologies
Must be willing to complete predetermined certifications at regular intervals

A+ / N+
Working Experience in the IT industry
Basic DHCP and DNS understanding
Minimum 2-years Microsoft Windows Desktop Operating System experience

Tertiary qualification in Information Technologies and/or computer sciences
ITIL Foundation
Solarwinds N-Able
ConnectWise Automate
ConnectWise Manage
MCSA / MCSE
CCNA (Cisco Certified Network Administrator)
Sophos XG Engineer/Architect
Microsoft 365 technical work experience
Basic Microsoft Active Directory experience
Basic Microsoft Windows Server Operating Systems experience
Microsoft Hyper-V
Basic Microsoft SQL database management experience
Basic working experience with any routing vendor equipment and/or software
Advanced Microsoft Office Suite skills
Basic understanding of:
- Switching / VLAN’s
- Routing / NAT / Dynamic Routing
- Packet flow
- Email flow and MTA communication
- UTM and Firewall appliances
- Wireless networks

Basic scripting
Mimecast
cPanel

Key Responsibilities:

Communicate telephonically and electronically with customers, vendors, and senior network engineers for escalations
Provide predominantly desktop/endpoint support
Identify, report, and resolve hardware and software issues on laptops and desktops
Maintaining worklists within the Seidor Networks call logging system
Logging and updating of calls on a daily basis
Ability to work in a team & independently to provide customer service
Ability to prioritize, escalate and request assistance when needed in a timely manner
Must be open to learning new technologies and service delivery methodologies