ENVIRONMENT:

YOUR strong technical expertise as a Senior Support Engineer is sought by a dynamic Internet Service & Network Specialist where your core function will be to provide a high level of support to Enterprise clients. You will be responsible for Software Support Services including Microsoft Windows Server, VMware, Veeam, Microsoft Exchange, and Hyper-V. You will require Matric/Grade 12, possess a Microsoft MCSA 2016 Certification or equivalent with extensive experience supporting Microsoft Exchange 2010 or higher, ITIL v2 Foundation, Active Directory and Hyper-V.

DUTIES:

• Responsible for providing Senior Enterprise Server support to all clients.
• Responsible for troubleshooting hardware issues across platforms  HPE ,Dell, Lenovo, Huawei, IBM etc. platforms. A strong cross skill will be advantageous.

Escalation Management -

• Assist with escalations from 1^st and 2^nd Line Support Engineers.
• Provide 2^nd to 3^rd Line datacentre, network, and security support.
• Where needed, escalate to 3^rd Line timeously to maintain SLA commitments, ensuring to retain ownership of the ticket.
• Manage and drive to resolution escalated incidents, problems, and requests.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.

Problem solving -

• Remediate technical issues identified by audit risk findings and monthly reporting.
• Analyse and solve common and complex problems through reasoning, troubleshooting and innovative thinking.
• Professionally respond to and resolve / fulfil all incidents and service requests assigned.

Own Root Cause Analysis and Problem Management -

• Provide advanced-level of desk side support for desktop-related technical issues.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.

Service Improvement -

• Identify opportunities to innovate, extend and enhance service delivery.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Track and monitor service levels and implement action plans to improve.
• Proactive follow-up on escalated issues.
• Participate, lead, and initiate various projects to continually improve the customer environment.
• Proactive analysis of the customer environment to identify risks, opportunity for improvement and value which can be derived.
• Gauge the effectiveness.

Creation -

• Create and update documentation related to installation procedures and troubleshooting.
• Create system documentation for technologies, including installation, configuration, and appropriate troubleshooting steps.

Maintenance -

• Ensure that all applicable site documentation and standard operating procedures are maintained up to date.

Relationship Management -

• Communication.
• Develop and maintain a professional working relationship in support of the Service Delivery Manager with the following: Clients, End-users, Support teams, 3rd party Vendors.
• Communicate oral or written feedback and technical information to all levels.
• Regularly follow-up on outstanding queries with other entities who are involved with specific requests.
• Manage customer satisfaction through effectively communicating and managing customer expectations.
• Work closely with customers possessing varying levels of IT knowledge and provides end user technical support.
• Remain courteous, tactfu