The Intelligent Debt Management (IDM) Group, South Africa's largest and multi-award-winning debt management company, has a position available for a Senior Support Engineer.The successful candidate will be responsible for service delivery of technical support and escalations in a fast-paced environment. Forming part of the IT Operations Team, you will need to strive to add value and help the team drive continuous service improvement of IDM IT Operations.Key responsibilities:End-user remote and in-person support as required by the service deskResponsible for troubleshooting and resolving end-user incidents and requestsHandle escalated tickets from Tier 1 and Tier 2 support, providing timely and effective resolutions.Analyse and troubleshoot intricate technical problems, identifying root causes and implementing permanent solutions.Serve as the primary point of contact for vendor escalations, liaising between vendors and our technical team to resolve high-level issues.Collaborate with internal teams, including Tier 1 and Tier 2 support, development, and project management, to facilitate comprehensive problem-solving.Communicate complex technical issues and resolutions to clients in an understandable manner, ensuring transparency and maintaining trust.Proactively update clients on issue resolution progress, especially for vendor-related escalations, to ensure continuous satisfaction.Communicate complex technical issues and resolutions to clients in an understandable manner, ensuring transparency and maintaining trust.Proactively update clients on issue resolution progress, especially for all escalations (internal and vendor), to ensure continuous satisfaction.Execute tasks as required by Service Desk and/or managementFocus on client-centricity, speed and satisfactionPlanning daily workload in an independent wayUse remote management and connectivity tools to support usersEngage with third parties as and when required to fulfil tasksGet involved with Senior Engineers to deliver complex projectsAssist with the mentorship of team membersProvide technical insight and expertise to queries from internal team members and customersCreate knowledge base documentation for proceduresRequirements: Minimum 4-years IT Support experienceRelevant tertiary qualificationTroubleshooting day-to-day IT-related issuesRemote support (Forticlient; Datto RMM)Windows server support and management, i.e. FTPS, file server management, etcBasic Linux supportVSan support (Creating VMs and maintaining resources)3cx support (Telephony Application)EMS supportAdvanced Microsoft O365 support (Admin level on the entire environment)IT infrastructure support, i.e. network, servers, printers, etcOn-boarding and off-boarding support for new joinersAzure support and managementPRTG monitoringSupport and binding of SSL certificatesSetting up new NotebooksAD SupportDNS SupportFortiGate - Firewall supportVEEAM backup and replicationQNAP supportBasic Mimecast supportZimbra managementWhat's in it for you?Being South Africa's largest company of its kind – IDM is continuously growing, with no signs of stopping. One of our core values is 'growing people' and we take that very seriously. We have internal learning opportunities to better our people, and leaders who are experts in their fields and freely impart knowledge and are open to new ideas. Our culture is one of collaboration, diversity, and helpfulness. That goes for our people internally and how we deal with our clients.At IDM, you can play a part in educating and assisting real South Africans get out of tough financial situations. You can make a difference with the work you do. Other key benefits:We make sure our employees are mentally and physically healthy with Healthy Together campaigns throughout the year.We offer various rewards and awards as tokens of recognition for hard work.We have a vibrant office in a lively part of the cityWe offer company benefits – like subsidized lunches, a half day off on your birthday, medical aid, retirement annuity, and further study opportunities should you meet relevant requirements.We have a culture of growth, meaning you have access to move both upwards or across in the business if you want to.
