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Remote Systems Engineer

Remote Systems Engineer

Job Title: Remote Systems Engineer
Contract Type: Permanent
Location: Western Cape
Industry:
Reference: JN -062019-16532
Contact Name: Arethe Prinsloo
Contact Email: arethe.prinsloo@peoplesolved.com
Job Published: June 11, 2019 13:51

Job Description

Responsibilities:

  • Logging and progressing services desk support tickets (incidents, service requests and changes) through our MSP systems
  • Provide remote 1st/2nd line technical IT support
  • Troubleshoot and resolve hardware and software related incidents based on Microsoft systems
  • Resolve incidents within agreed first-time-fix parameters and escalate within the team where required, complying with contracted SLAs
  • Take ownership of incidents and manage through to resolution where possible
  • Attend to pro- and reactive monitoring alerts in order to ensure minimum disruption to customers
  • Meet client expectations in terms of quality of work and delivery to deadlines
  • Action customer enquiries effectively in a timely fashion as per prescribed SLA
  • Follow-up activities to resolution and to customer satisfaction
  • Produce information reports upon request
  • Build and maintain reputation and customer relationships

 

Candidate Requirements

  • Native German and fluent in English
  • Proficiency in any other additional European based language(s) will be advantageous
  • Excellent communication and interpersonal skills
  • Very strong technical understanding of current industry-leading technologies
  • Customer relations skills; ability to understand and comprehend customer concerns and requirements
  • A desire for continuous learning and career development
  • Ability to work in, and as part of a team
  • SA citizen, permanent resident or right to employment in South Africa (Work Visa)
  • Drivers license and/or access to transport during unsociable hours

 

Skills and experience

  • Matric or equivalent secondary education
  • 2+ years experience in an IT Service Desk environment providing 1st/2nd line support
  • 2+ years experience supporting Microsoft Systems; Desktop, Server, Office, etc.
  • 2+ years exposure to basic TCP/IP, LAN, WAN, SSL VPN troubleshooting
  • Exposure to HP and Dell hardware technologies

 

Advantageous 

  • Exposure to dedicated 2nd line support
  • Exposure to and working with Exchange/365, Active Directory, DNS, DHCP, etc. 
  • Exposure to and working with virtual environments (VMware/Hyper-V)
  • Formal IT qualification, ie MCP certification
  • ITIL Foundation certification
  • Exposure to backup and disaster recovery technologies (Veeam, Zerto, Backup Exec, Datto, etc.)
  • Exposure to Citrix (XenApp/XenDesktop)
  • Exposure to Cloud and IaaS platforms