Job Title: 2nd Line Support Engineer
Company:JTJ Group
Job description: 2nd Line Support Engineer – Cape TownFull job description2nd Line IT Support Engineer – Cape Town – SDT SA Pty LtdSDT Ltd are a UK based IT Managed Services Provider and have been established for over 30 years. We are looking for an experienced 1st / 2nd line technical support engineers to join our growing team to be based in Cape Town and to work for our south African subsidiary SDT SA Pty Ltd in Tyger Valley.The RoleYou will have at least 2 years of hands-on technical experience including business/customer- facing work on a daily basis. End users will recognise you as someone who is dedicated, responsive, and always able to explain technical concepts and issues at a level that matches their understanding.This is an exciting role to join our existing team in Cape Town to deliver proactive IT support services initially to our UK based customers. Our Service Desk provides end-users with the ability to log tickets and requests, acting as a single point of contact for all Applications, Infrastructure and specific 3rd Party related problemsYou will provide efficient technical assistance for incoming queries and issues originating from the service desk as well as phone callsYou will respond to user requests and keep the customer updated throughout the service request’s life cycleResolve clients’ request and be consistently positive in your approachMonitor incoming requests and respond based on priorityEscalate tickets to 2nd or 3rd Line team where appropriateComplete work requests for users i.e. User creation, folder permissions, data restoresMonitor customer systems and respond to alerts before it impacts our customersYou will be a principal point of contact for our customers and you will have a strong understanding and have a broad background and experience in:Helpdesk and incident managementUsing a ticketing system, escalation of tickets to 2nd / 3rd line team that can’t be resolved within the SLAAssisting and working with colleagues to resolve all support ticketsManaging own workload, prioritising and responding proactively to IT ticketsSetting up new starters, setting up user accounts and computer profiles. Providing new starters with induction and user trainingDaily system checks including backup monitoring and reportingParticipating in team meetings, providing input and suggestionsSupporting in-house AV EquipmentAny other duties as required in order to undertake your role effectivelyThe CandidateYou must have the ability to demonstrate excellent communication and customer facing skills, be well presented and have the ability to deal with problems and technical issues in a pressurised and time-sensitive environment.You will be someone who thrives in an environment where timely resolutions are of paramount importance, teamwork is key to being successful in this role and customer satisfaction is of utmost importance.You will be someone who has a passion to learn and grow within the company and has a drive and commitment to enhance your technical skills through training, most importantly you will have a hunger to enhance your career development.You will be an integral part of the IT team reporting initially the local team leader and to the third line team and Technical Director.This is a permeant position to commence in ASAP with interviews taking place in the next couple of weeks. Please apply ASAP providing your CV and stating your experience.Preferred Qualifications:Technical qualification (e.g. Microsoft Certified Professional – MCSE, MCSA, MCITP)A+ or N+Matric EducationEssential Technical Skills:Experience with troubleshooting networks – windows related problems, including DHCP, DNS and TCP/IPTroubleshooting Microsoft Desktops and Laptops.Experience with Mac Operating Systems will be an advantage.Experience with Office 365, Active Directory and Microsoft ExchangePrevious exposure to VoIP systems and client-side troubleshootingExperience with a support ticketing system and meeting SLA targetsGood knowledge of PC hardware & software configuration and troubleshootingAdditional Skills:Excellent written and verbal communication skills with the ability to explain complex topics in easily understood, concise language [English]Ability to pay attention to detail and document work carried out.Ambition, eagerness to learn and improveSelf-motivated, ability to prioritise, work on your own as well as be a great team playerExperience working with Change Control and keeping customer documentation updatedDesirable skills:Experience with a RMM product like ConnectWise or KaseyaCitrix XenApp or Microsoft Remote Desktop ServicesIf you apply for this position you must be fluent in English both spoken and written.Working hours will be 40 hours a week during standard business hours (Monday – Friday, 8:30 am – 5:00 pm UK time)Package R 13,000 – R 18,000 depending on experience15 days’ annual leaveYou will work according to the UK bank holiday calendar, which does not always coincide with South African holidaysOpportunity to be a part of a bigger group of experienced Support Engineers, for you to grow and develop your skills and experienceWorking for an established UK based employer with predominantly UK based clientsJob Type: Full-timeBenefits:Discretionary Bonus schemeOn-site parkingJob Type: Full-timePay: R13 000,00 – R18 000,00 per monthEducation:Certificate (Required)Experience:1st / 2nd Line IT Support Services: 2 years (Required)Language:English (Required)Application Deadline: 2024/10/30
Expected salary: R13000 – 18000 per month
Location: Cape Town, Western Cape
Job date: Tue, 15 Oct 2024 22:36:47 GMT
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