A vacancy exists in the Managed Services environment for a Tier 2 IT engineer reporting to the Field operations manager.
Functions will include first-line user support, general IT support, network support, software support, application support as well as running the day-to-day activities within the portfolio including vendor management and the bridge between the onsite Desktop Engineer and the Infrastructure Engineer.
Responsibilities
- Provide client end user and management support.
- Problem-Solving - To listen to and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines
- User Satisfaction - To ensure that the user is satisfied with the service provision
- First time repair to the identified problems to meet average contractual SLA requirements
- Call Updating - To ensure that all calls are updated with meaningful comments and correct asset details
- Look after the day-to-day operations with the client portfolio.
- Support and understand client data backup, application, Mimecast, M365 and software environment and the infrastructure environment.
- Coordinate communication between support teams, business units, and vendors to align service expectations.
- Manage vendors within the client portfolio.
- Report on managed network performance and implementation of tools to measure and improve customer service.
- Maintain service management best practices in line with ITIL principles.
- Maintain compliance with relevant laws, regulations, and industry standards.
- Enforce IT security policies, including password management and access control.
- Identify, report, and assist in resolving security incidents or vulnerabilities.
Collaboration
- Work closely with internal IT teams and external vendors to resolve complex technical issues.
- Participate in team meetings and contribute to continuous improvement initiatives.
Customer Service
- Provide professional, friendly, and efficient technical support to end-users.
- Communicate clearly and proactively with users regarding incident status and resolution progress.
Requirements
Capabilities
- Excellent customer facing and communication skills.
- Ability to complete documentation and paperwork accurately and in a timely manner.
- Basic networking implementation and fault-finding skills.
- Highly organized, deadline-driven, and able to prioritize tasks in a fast-paced environment.
- Excellent analytical and problem-solving abilities.
- Confident decision-maker with a proactive and solution-oriented mindset.
- Able to remain calm and focused under pressure.
- Managing and remediating Vulnerabilities in the Customer environment.
- Managing and updating Patching in the environment.
- Proactive monitoring of the environment with the tools available.
- Adhering to the ITGC and ISO controls and processers
- Ability to review the environment and provide the customer best advise to keep the environment stabile and up to date.
- Demonstrated desire to develop new skills and knowledge in support of new technology.
Experience
- Minimum 2 years of experience in an IT Technical Support role, preferably within an ITIL-aligned environment.
- Technical experience in installations and maintenance on all IT related products and services.
- Demonstrated desire to develop new skills and knowledge in support of new technology
Qualifications
- Matric (or equivalent secondary qualification).
- IT-related certification (e.g., CompTIA, Microsoft, or similar)
- Microsoft Certification
Applicants will be required to participate in a comprehensive assessment process and must be deemed competent. Work sample and / or psychometrics tests will be undertaken as part of the selection process.
Please Note:
As all iqbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.
iqbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals
