Service Desk Engineer - 2nd Line

Advania UK

Cape Town, Western Cape
Permanent
Full-time

25 days ago

About Us:
We are the tech company with people at heart.At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.Position Overview:The main purpose of this role is to provide standard technical support required of a Support Services engineer including guidance to end users and Support Services Engineers, whilst assisting the Team Manager (TM) to co-ordinate team activities, working closely aid coordinating team activities, training, scheduling, monitoring, and documentation.Responsibilities:

Respond appropriately and deal with queries or complaints in an effective manner (i.e. punctual, polite and with empathy)
Take ownership of incidents or requests allocated to the relevant virtual team ticket queue and professionally manage them through to resolution or escalation
Ask targeted questions to diagnose problems
Contribute fully as an active team member and ensure personal and team objectives are achieved
Collaborate with other teams to maintain standards and functionality
Maintain a professional relationship with clients
Utilize excellent customer service skills and exceed customers’ expectations · Report potential client facing risks
Report customer feedback and potential product request
Maintain your own personal development plan with support from your team leader
Collaborate with other teams to maintain standards and functionality · Undertake any other tasks as assigned by management
Availability during your shift hours (which may incur shift & desk rotation)
Identify incidents, troubleshoot, maintain and support a wide range of systems · Ensure SLAs are met

In addition to the above, you'll be comfortable supporting clients, working to agreed timeframes and providing solutions.Qualifications, Qualities & Experience:

Supporting on the following:
Azure AD Office 365 / Exchange online or Exchange on Prem
Office products - MS Teams, MS Package (MS Word, MS Excel etc)
Active Directory
Networking (DNS, IPConfigs, release and renew, Winsock resets etc)
Troubleshooting abilities for share drives, permissions and security groups (creation and Admin)
Group policies - GPupdate/Force
Excellent verbal communication skills as well

Good analytical and technical skills and continually look to improve on this.
Collaborative workstyle with positive communication and sharing of knowledge and information.

to explore our company benefits. for the list of benefits.Our Selection Process:We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.We are the tech company with people at heart.Tech is created for people. Our services impact every part of life. We are passionate about understanding your issues, your business, your needs. Our business is built around understanding people, and our employees are empowered to act on this understanding every day.

Advania UK

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