IT Specialist Services Engineer; T2

IT Specialist Services Engineer (T2) required in Bellville.

A leading Managed IT Services Provider is looking for an “Specialist Services Engineer (T2)” to join their team on a full- time permanent basis based in Bellville, Cape Town.

About the role:

The primary role of the Specialist Services Engineer (T2) is responsible for providing technical support and assistance to all the company’s clients. The IT Service Engineers may interact with customers by phone or in person to identify and diagnose issues, categorize and record reported queries and provide solutions.

The Engineers will advise users on appropriate course of action, monitor issues from start to resolution and deal with escalations when required.

Position Requirements:

• Matric or NQF equivalent.
• A+ and N+ or equivalent.
• Microsoft MCSA or MCSE or equivalent AZ900, MS900
• Certification in Microsoft 365 and Azure environments.
• Certification or Degree in IT advantageous.
• Driver’s license
• 5+ years practical service delivery experience in the Information Technology industry; as an IT support, field support or desktop support technician.
• Min 5 + Years’ Experience in:
  • Technical desktop support (end user environment)
  • Network implementation experience
  • IT Field – onsite experience
  • General IT equipment Desktops, hardware/software
  • General IT equipment Applications Switches, routers
  • General IT equipment Microsoft Servers, server literacy
  • General IT equipment networks, network equipment, PABX, telephony systems etc
  • Experience in Microsoft 365 and Azure environments
  • Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous).
  • VIP Desktop support

Key Performance Areas:

The primary tasks, functions and deliverables of the role include, but are not limited to:

• Compliance with the Ticket Lifecycle Management: focus areas include, but are not limited to:
  • Respond to logged tickets, and log ticket if no ticket exists.
• • Field Support: focus areas include, but are not limited to:
  • Compliance with customer rules, processes and procedures while attending to work at customer offices.
• Escalations: focus areas include, but are not limited to:
  • Quickly and accurately identify P1 and P2 Incidents and or account escalations, initiating an immediate response.
• IT Information Library (ITIL) and IT Service Management (ITSM): focus areas include, but are not limited to:
  • Risk Management:
    
    Identify, log, and communicate risks. Collaborate with stakeholders to develop mitigation strategies.
  • Knowledge Management:
    Document changes in the environment within the knowledge management systems. Ensure diagrams, passwords, vendor info etc are kept up to date.