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  • Information Technology Support Engineer South Africa
  • JB-Consulting Sales in South Africa, , South Africa
  • jobs
  • 1 week ago

jobs description

IT Engineer

Summary

We are looking for an IT Engineer who can you play a pivotal role in elevating our service delivery to clients. Your expertise extends beyond handling day-to-day IT issues, delving into more intricate Level 2 challenges and projects. Reporting to the Operations Director (OD), you are crucial in the operations team, contributing significantly to maintaining our SLAs and assisting the L1 Support Technicians in resolving incoming incidents and requests efficiently. This role involves speaking to clients to gain an understanding of their requirements and recommending solutions that meet their needs. Then plan and execute the project after which you’ll review the implementation. The job holder needs to have several years of experience as an Apple Mac engineer and should be able to demonstrate a broad range of experience, e.g. networking, storage solutions, servers, and device management. This role requires you to be highly organized in order to plan and prioritize... your own workload. The job holder also needs experience in delivering excellent customer service, alongside high levels of self-motivation and a desire to learn. Whilst the job is 9 am to 6 pm, you will occasionally be asked to support projects which need to be delivered out-of-hours or over a weekend. For the latter, time-in-lieu is given. The reporting structure and lines of accountability for this role are defined in our accountability chart.

Duties & Responsibilities

Service Desk

● Efficiently manage and prioritise support cases, ensuring resolutions align with SLA targets

● Adhere strictly to service processes, from initial response to resolution, to guarantee service excellence

● Deliver exceptional customer service; be the positive face of Vault-IT, focusing on both resolution and customer satisfaction

● Maintain accurate, comprehensive case records and consistently update clients

● Emphasise quality and first-time resolution, avoiding temporary fixes

● Escalate complex issues appropriately, ensuring cases are detailed for efficient handover

● Provide on-site support, enhancing client relations

● Stay informed about emerging IT trends and technologies

● Provide specialist technical advice and guidance to the Sales team in preparing proposals for clients.

Engineering

● Deliver projects within agreed timescales

● Use project management tools to plan and update projects

● Prepare quotes and proposals for clients

● Follow the procurement process from research and sourcing to purchasing and ordering stock

● Review the effectiveness of projects by conducting post-implementation reviews and sharing learnings with the team

● Ensure patching and vulnerability management are done across all clients

● Plan and deliver the onboarding of new clients and ensure the effective handover to the operations team

● Support the offboarding of clients

Team Collaboration and Leadership

● Mentor Level 1 engineers, enhancing team capabilities and encouraging teamwork

● Collaborate with the OD on change management and documentation

● Identify potential client projects, providing technical insights and solutions

● Set high standards, demonstrating exemplary conduct and technical proficiency

● Actively participate in cross-functional team initiatives to drive broader company goals

Process and Quality Improvement

● Refine operational processes for better efficiency and service quality

● Analyse trends in incidents to identify preventive measures and areas for improvement

● Propose enhancements to tools and technologies for improved service delivery

● Participate in regular process review meetings to discuss and implement improvements

● Regularly update client documentation

● Maintain the knowledge base for engineers and clients

● Develop training materials based on common issues and solutions

● Organise and participate in knowledge-sharing sessions to disseminate technical information.

Client Relationship Management

● Act as the primary technical contact for specific client accounts, understanding their unique needs

● Build and maintain strong client relationships through effective communication and technical support

● Provide on-site visits and serve as the primary escalation point for client issues.

● Proactively communicate with clients, providing regular updates.

● Participate in client QBRs with the OD

Essential Technical Skills/Knowledge

● Troubleshooting and resolving Apple issues, demonstrating a deep understanding of macOS and iOS

● Windows Desktop and Windows Server environments

● Administration of Microsoft 365 and Google Workspace

● Device and Identity Management using platforms like Addigy, Jamf, and JumpCloud

● Common third-party software applications in terms of installation, administration and troubleshooting, for example, Adobe Creative Cloud

● Project management experience

● Patch management (software and operating systems)

● Experience in packaging software with tools such as Jamf Composer, AutoPkg

● Excellent working knowledge of software deployment on Mac and Windows devices

● Endpoint protection tools

● Setting up, managing, and troubleshooting video conferencing systems

● Setting up and troubleshooting network hardware such as routers, switches, and wireless access points

● Networking concepts including DHCP, DNS, IP addressing, subnetting, and VLANs

● IT Service Management tools such as ServiceNow and Autotask

● Apple Device Support Certification

● Excellent problem-solving skills, with a track record of effectively diagnosing and resolving complex technical issues

● Exceptional communication and interpersonal skills, adept at conveying technical concepts to a non-technical audience in a clear and understandable manner

● Writing and updating documentation

Personal Qualities

● Thrives in dynamic, fast-paced work settings

● Strong customer focus, dedicated to meeting and exceeding client expectations

● Collaborative team player

● Self-motivated

● Demonstrates practical judgment and proactive initiative

● Possesses a problem-solving mindset

● Approachable and friendly

● Analytical thinker

● Meticulous, with a keen attention to detail

● Skilled in planning and prioritizing work efficiently

● Radiates positive energy and drive, inspiring others

● Passionate about technology

● Highly organized

● Comfortable navigating ambiguity and uncertainty

● Flexible and adaptable to change,

● Strong emotional intelligence

● Eager to learn and grow

● Strong ethical standards

● Effective under pressure

Our Culture and Values

● Our values are very important to us. We encourage, value, reward and look for the following behaviors and attributes in our people:

● Integrity: Doing the right thing

● Ownership: Being accountable

● Engagement: Getting involved

● Growth: Developing yourself

● Contribution: Building value

Reward Package

Salary

● Competitive, dependent on experience and work location

● Discretionary annual bonus

Annual Leave

● 29 days holiday (inclusive of bank holidays) (pro-rata for P/T employees)

● A further additional day for your birthday (nearest day if on a weekend/bank holiday)

● Annual entitlement increases by 1 day per year of service (up to a maximum of 3 additional days)

● Additional discretionary half days holiday may also be given prior to Christmas Eve and New Year’s Eve

Pension

● Employer (3%) and employee contributory (5%) pension scheme

Private Healthcare

● Bupa private medical insurance (on successful completion of probation)

● Spouse/dependents may be added at your own cost at a heavily discounted rate

Other Benefits

● Funded Life Assurance (Death in Service benefit of 3 x your annual salary paid to your nominated beneficiary) on successful completion of the probation period)

● Funded training available for relevant qualifications

● Cycle to work scheme

● Interest-free travel loans and technology loans
South Africa

salary-criteria

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