About Reflex
Reflex Solutions, founded in 2000 in South Africa, is a leader in providing seamless Information and Communication Technology (ICT) solutions. With a focus on building and managing the technological backbone that powers businesses, Reflex Solutions offers high-value, end-to-end ICT solutions that are critical for the development and growth of companies. The company boasts vast in-house experience in networking and IP telephony and controls its service levels and pricing by owning its core fibre network and Tier III data centre.
About the role
The role of the Tier 2 Support Engineer is to provide support and maintenance on all the systems and services we provide. The Support Engineer will be required to go to client sites from time to time and/or be based at a client site for a period.
Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, the Support Engineer is expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. The role aims to exceed the client’s expectations in dealing with any incidents or service requests.
The Tier 2 Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients. The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.
Key duties and responsibilities:
- Customer Support
- Deliver exceptional service to internal and external clients, being the face of Reflex.
- Respond to clients within SLA.
- Provide regular updates to clients with regards to incident updates.
- Provide Apple Technology Support.
- Provide Support & Maintenance of Hardware & Software.
- Provide Microsoft Server Technologies support like Active Directory.
- Configuration and Installation of Microsoft OS, OS Services.
- Ensure that issues are resolved in line with Reflex’s processes and policies.
- Provide guidance and training to client personnel, empowering the users to help themselves.
- Ensure that all efforts have been made to resolve the Incident at the Tier1 or Tier2 level before escalating.
- Ticket Management
- Prioritize own tasks projects and tickets.
- Analyze issues and develop resolutions in a timely fashion.
- Track and manage your work record via regular time and ticket/ task time entries.
- Documentation
- Document and Maintain Customer Technical Procedures.
- Complete and file checklists timeously.
- Track and manage your work record via regular time and ticket/ task time entries.
- Contribute to the knowledge base by documenting common issues and solutions.
- Maintain accurate records of support activities and resolutions.
- Collaboration
- Establish a relationship with IT Manager.
- Communicate effectively with both technical and non-technical stakeholders.
- Escalate any ongoing, unresolved, or business-critical problems to your Technical Operations Manager in a timely fashion.
- Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager.
- Training and Development:
- Stay updated on relevant, modern technologies, industry trends and Reflex Standard Operating Procedures (SOP).
- Participate in training sessions to enhance technical skills.
Qualification and Experience:
- Grade 12
- Diploma (NQF 6) in Information Technology, Computer Science, or a related field.
- CompTIA:
- A+
- Network +
- Security +
- Server +
- Microsoft:
- Linux
- LPIC Linux Essentials Entry Level Certificate.
- Beneficial Education
- BSc (NQF 7) Information Technology, Computer Science, or a related field.
- Microsoft:
- Linux
- LPIC-1 Linux Administrator Certification.
- Apple
- Apple Certified Support Professional
- Required Experience minimum 2 years professional experience in a support engineer role (providing first and second-line support):
- Windows OS, iOS, Linux
- Microsoft 365 Suite
- Hardware – Laptops, Dekstops, Printers, Tablets
- Required Skills
- Proven experience in documenting procedures and checklists
- Excellent verbal and written communication skills
- Ability to work well under pressure and meet tight deadlines
- Attention to detail and high level of accuracy
- Planning, organizing, and time management skills
- Strong analytical and problem-solving skills.
- Innovative
- A responsible individual who adopts a results drive approach.
- Positive attitude and a passion for the role
- Team player
- A professional appearance and approach
- Own reliable transport and a valid driver’s license
- Willing to Travel Domestically or internationally if and/or when required
- Willing to work Overtime when required
