Support Engineer (Callouts) (Somerset West)

ENVIRONMENT:

ARE you the go-to person for solving tech problems? Then a dynamic provider of comprehensive IT solutions with a customer base across South Africa wants you as their next Support Engineer where you will play a key role in delivering exceptional IT support to clients. You’ll have the opportunity to work on interesting projects, develop your technical skills, and grow your career in a supportive environment. The ideal candidate will be confident, motivated, and tech-savvy with Matric/Grade 12, have Networking+ and A+ Certifications with 5+ years in a technical support or MSP environment including supporting Windows Server, Office 365, and networking infrastructure. Your other tech skills must include DNS, DHCP, Active Directory, Windows Server 2012 and up, Hyper-V, Azure & TCP/IP.

DUTIES:

Technical Support & Troubleshooting -

• Provide 1st Line Support for hardware, software, and network-related issues.
• Effectively troubleshoot issues and escalate complex problems to the Escalation Team or relevant stakeholders.
• Guide users through product features, setup, and common troubleshooting steps.
• Collaborate with third-party vendors to resolve technical issues when necessary.

Ticket Management -

• Attend to and manage assigned support tickets from start to resolution.
• Maintain detailed and timely updates on all ticket progress.
• Ensure each ticket includes a clear summary of work completed or resolution applied.
• Prioritize and complete tickets within defined SLA timeframes.

Client Communication & Service -

• Maintain clear, professional, and proactive communication with clients throughout the support process.
• Manage client expectations effectively and ensure a positive support experience.
• Provide guidance, recommendations, and technical insight to assist clients and improve their IT environments.

Process Improvement & Documentation -

• Log and document all client interactions accurately in support systems.
• Identify recurring issues and suggest process improvements to enhance support efficiency.
• Propose IT enhancements to assigned vCIOs that can improve the client's infrastructure and experience.
• Assist in developing and refining internal policies and procedures.

Collaboration & Development -

• Participate in the development of new features, bug fixes, and software improvements.
• Support customer-specific and engineering-driven initiatives within multicast and networking environments.
• Conduct peer code/design reviews and collaborate with adjacent teams on programming interfaces.
• Develop automated tests to support QA efforts and ensure high-quality software delivery.

Ongoing