1 1st line support engineer Jobs and Work in Stellenbosch Western Cape 7600

2nd Line Engineer 24/7
Ekco —Cape Town, Western Cape 7550
- Remote
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2nd Line Engineer 24/7
Ekco —Cape Town, Western Cape 7550
Ability to work under pressure and handle difficult situations. Receive incoming calls from our customers, raising tickets, providing support and guidance over…
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Second Line ServiceDesk Engineer 24/7
Ekco —Cape Town, Western Cape 7550
Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and…
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2nd Line Engineer 24/7

Ekco -
Cape Town, Western Cape 7550

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Job Details

Full Job Description

About Ekco

Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments.

️ In a few words, we take businesses to the cloud and back!

We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

About the Role
As a 2nd Line Engineer on the 24x7 Service Desk, you will be the technical support backbone of our Service Desk team. Working from our Cape Town offices and reporting to the 24x7Manager, you will be responsible for owning and driving complex issues through to resolution, implementing changes and identifying problems, ensuring customers are kept up-to-date throughout the process.
This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank/public holidays.

Key Responsibilities:

Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (FreshService).
Act as the point of contact and escalation for incidents and requests related to our services, supporting the full lifecycle of the tickets through to resolution.
Raise and implement change requests utilising the Change Management process.
Conduct trend analysis to identify recurring issues and raise as Problem tickets utilising the Problem Management process.
Create and maintain scripts to automate and streamline operations.
Communicate clearly and professionally with customers, ensuring they are informed of

progress and resolution, ensuring a high customer satisfaction.

Managing and monitoring the team and your personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner.
Liaise with other teams and engineers to support resolution efforts, escalating tickets

where necessary.

Drive the creation and use of knowledge base articles by documenting and sharing

common workarounds and more complex fixes.

Provide technical mentoring and guidance to the 1st Line Engineers.

Essential Skills & Experience:

3+ years of experience in remotely supporting our technologies, including;
Microsoft 365 administration and licensing
Microsoft AVD & Remote Desktop
Microsoft Active Directory & Entra ID
Microsoft Exchange & Exchange Online
Microsoft Intune & Group Policy
Microsoft SharePoint and OneDrive
Microsoft Teams
End-user Devices and Desktops
On-Premise Networking
VMWare
Customer centric with great people skills
Proactive and positive approach to problem solving and client interaction
Experience with PowerShell
Experience with ITSM and remote support tools
MS-900 or similar certification

Desirable:

Experience of virtualised Microsoft environments
ITIL Foundations certification
MD-102 or MS-700 or SC-300 certification

Personal Qualities:

Resilient to change
Takes pride in providing a high level of service
Strong attention to detail
Ability to work under pressure and handle difficult situations
Impeccable time management skills with the ability to prioritise effectively

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