Level 3 Service Engineer - JhbFull job descriptionINNOVATE delivers secure and resilient IT infrastructure and telecommunication solutions, and provides ongoing support through our managed IT services. INNOVATE’s professional services team supports our clients across - Networking | Security | Cloud Infrastructure | Communications | Cloud Productivity.At our very core is how INNOVATE transform technology for our customers to deliver business outcomes that power their organisation. Our clients value how we provide a secure, resilient ICT infrastructure that increases productivity and supports their business strategy.This role is with an ICT Service Provider based in Ireland. The role can be done remotely from SA, but candidates seeking a move to Ireland with a CSEP would be of great interest to us.The RoleAdvanced support of Client issues across the full range of implemented technologiesProvide mentoring to more junior team members and assist them in their development through imparting knowledge and answering queriesMaintain a positive relationship with clients by ensuring that expectations are met or exceededWork on scheduled calls as assigned by the Service Manager efficiently in time allocatedProvide call back support for overflow calls during busy periodsPerform remote system health checks and new site survey’sAssist in the maintenance of the RMA process with suppliers and vendorsKEY RESPONSIBILITIESHave experience of working under pressure and excellent problem solving skillsDeal with support calls escalated from level 1 and 2 engineersFamiliarise yourself and become proficient in the use of the ConnectWise PSA systemUpdate and maintain all customer site documentation and configuration information in ConnectWiseMaintain the ConnectWise customer information database with all customer site documentationBe professional, polite, courteous and clear when dealing with customers via telephone and emailProvide advice and guidance to clients in line with industry best practiceCompetencies (Technical and Behavioural)TECHNICALMinimum of three years’ experience working in similar roleExcellent technical knowledge of server hardware and Microsoft Server operating systemsMCSA certification and CCNA certification a distinct advantageKnowledge of Microsoft operating systems (desktop and servers) and related applications (Exchange, RDS, SQL, AD, SCCM)Excellent knowledge of Hyper-V or competing virtualization platformExperience with Office 365 Migrations an advantageBEHAVIOURALThe Level 3 Technical Engineer role requires the following set of behavioural competencies:Ability to work on own initiative and as part of a teamAbility to learn quickly new technologiesHave experience of working under pressure and good problem solving skillsParticipate in project work as assigned by support team lead and managementBe professional, polite, courteous and clear when dealing with customers via telephone and emailThrough continued education and examinations become a more valued team member with a broader range of skillsSelf-starter with ability to work on own initiativeMust be innovative, forward-looking, dynamic, proactive and hardworking, placing standard-leadingCustomer Service at the centre of all decisions and at the top of all prioritiesAbility to prioritise and to remain results/output orientatedStrong administrative and reporting skillsExcellent interpersonal and communication skills – ability to communicate at all business levelsAbility to prioritise and to remain results/output orientatedJob Types: Full-time, Permanent
