Mid-Level Service Desk Engineer

Job purposeThe engineer will provide effective IT assistance across the entirety of the SevenC customer base. The position is responsible for supporting and maintaining the Server and Desktop operating systems and general support of all IT-related hardware/software across a large variety of customers. As a second line engineer there will be an expectation to support other teams and act as an escalation point to other Service Desk Team members.Duties and responsibilitiesAssess hardware and software malfunctions by means of diagnostic tools and customer inputDisassemble and reassemble machines to repair or replace worn or malfunctioning components and consumablesHandle 2nd line support on the service deskIdentifying and participating in sales opportunities such as new contracts, contract renewals and system sales.Build positive relationships with customers by providing outstanding and excellent services.Cooperate with technical teams and share information across the organisationAssist with projects as and when requiredRecording of all daily support requests and travel doneRecord events, problems and their resolution in logsAssist 1st line division when requiredEscalation point for all departments and divisionsQualificationsRequirementsCompTIA A+ - or equivalent knowledge/experienceCompTIA N+ - or equivalent knowledge/experienceMicrosoft 365 Certified: Enterprise Administrator ExpertMCSA2-3 Years' ExperienceBeneficialCompTIA Linux+ / LPIC 1Key Performance AreasLogging a Minimum 140 billable hours per monthA 90% First-time resolution on support requestsHigh rate of customer satisfactionClosed tickets within relevant SLA timesWorking conditionsOvertime will be required when reasonably requested by your direct line managerTravel will be required to client's sites/suppliers when requested as and request by direct line managerAbility to work independently and in a team as requiredFollowing instruction from assigned team leader, direct line manager and other senior staffPhysical requirementsValid driver's licenceSouth African ID or international passport a with work permitWorking vehicleLanguage skills proficient in English#J-18808-Ljbffr