2nd Line Support Consultant | IT Recruitment

  • Full Time
  • Midrand

Opportunities in role:

  • Learn and work alongside over 80 experienced support engineers across our 3 regional offices.
  • Gain hands on exposure to traditional and cloud technologies such as virtualization, Azure, Intune, WVD and networking – our engineers aren’t ring fenced!
  • Grow with complimentary learning delivered through partners, self-study, and colleague lead training sessions – all tracked through your own personal development plan.
  • Be part of a rapidly growing and fast paced business, working alongside some of the most talented and passionate people in the industry.

 

Focus of the role:

The company have an opportunity for an experienced 2nd Line Support Consultant to join our service desk team, you will be responsible for providing email and telephone based technical support to our vast client base, resolving a wide range of technical customer issues and escalating support requests where necessary to ensure that queries are resolved in line with agreed SLAs.

Our ideal person will be an experienced Support Consultant ideally from a Managed Service Provider background. You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer and the account manager on progress made on issues raised. A passion for IT and providing outstanding customer service is essential.

  • Providing 2nd line technical support for hardware and software issues.
  • Ensuring all calls are logged into the helpdesk system and having ownership that all progress notes are added to all calls.
  • Managing the timely resolution of open calls and call actions across all customers.
  • Take ownership of incidents assigned to you and manage them through to resolution.
  • Ensure that any technical or operational issues on a service ticket are escalated efficiently.
  • Ability to research ideas and concepts in order to source suitable technical solutions or resolve problems
  • ‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes
  • Provide on-site support for customers as and when required
  • Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for our customers.

 

Person specification:

  • High energy and drive
  • Wants a career, not just a job
  • Capacity and hunger to learn
  • A passion for problem solving under pressure
  • Team player
  • Outstanding customer service skills
  • Possess good organizational and time management skills
  • Experience in a similar role

 

Core Skills:

  • Microsoft Windows sever (2012, 2016 and 2019)
  • O365 and its complimentary addons (OneDrive, Teams, Flow, Planner, Delve etc.)
  • Strong troubleshooting experience with one or more of the following:
    • Azure
    • Hyper-V/VMware
    • Intune/MDM
    • Exchange
    • SQL Server
    • SharePoint
    • Storage (SANs & NAS)
  • Antivirus (particularly ESET & Sophos)
  • Firewall fundamentals (WatchGuard/SonicWall)
  • Networking fundamentals (managed switching, VLAN’s)
  • Excellent general hardware/software troubleshooting and problem-solving skills

 

Desirable Skills:

  • Advanced virtualization troubleshooting (Hyper-V/VMware)
  • Advanced firewall troubleshooting (WatchGuard/SonicWALL)
  • Advanced networking skills
  • Advanced Intune/MDM skills
  • Storage troubleshooting (SANs & NAS)
  • Advanced Exchange troubleshooting
  • Advanced SQL Server troubleshooting
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