Tier 2 Helpdesk Engineer

Required skills and Qualifications:

Qualifications:

• Degree/Diploma in Technology
• N+ certification
• Microsoft Certifications relating to:

Office 365

SharePoint

Security

Teams

Skills and Experience:

• 7+ Years of professional IT experience
• N-Central Experience
• PSA (Ticketing system) Experience (HALO prefferred)
• Strong Network and Firewall technical ability (Sonicwall, FortiGate, PF Sense and Untangle)
• Comprehensive understanding of servers and networks infrastructure
• Comprehensive high-level understanding of PoPi and other Security Standards like ISO27001, CIS, NIST and GDPR
• Experienced supporting Microsoft 365, SharePoint, Teams and OneDrive
• Comprehensive understanding of email technologies POP, IMAP, Exchange
• Comprehensive understanding of connectivity technologies ADSL, LTE, Fibre.
• Understanding the differences between the technologies and their dependencies and unique hardware requirements.
• Understand PPPOE, APN and static routing. Creation of accounts, configure hardware, troubleshoot connectivity issues telephonically and by email.
• Understanding of domain registration process and different record types and their functions.
• Comprehensive understanding of M365 identities and services. Experience in migrations to Exchange Online, SharePoint Online, Teams, OneDrive for Business and Office 365. Troubleshooting and resolution of service and software related errors.
• Comprehensive understanding of network topologies and experience with physical network implementation and configuration
• PC and laptop general hardware and software troubleshooting experience. Windows 7-11 and MAC operating systems, MSOffice applications 2016 - 2022 and M365.
• Excellent written, verbal and telephone etiquette.
• Excellent attention to detail, process, and procedures adherence.
• Excellent time management and communication skills.
• Ability to thrive in a fast-paced, changing environment.
• Handle pressure situations.
• Strong organization and time management skills.
• Excellent task tracking and recording ability.
• Ability to multitask.
• Valid driver’s license, insurance, and reliable personal vehicle.

Job Description:

Provides setup, troubleshooting and resolution for the following:

o Password issues (AD, M365, VPN, etc…)

o System unlocks.

o Microsoft Office applications

o Workstation performance

o Server Operating system and associated roles

o Basic firewall and Gateway devices

o Security best practice

o Network and connectivity

o Domain hosting

o Office 365 Exchange, OneDrive and SharePoint

o Active Directory and DNS

o Printer and Scanning

o Wi-Fi

o Network shares and folder redirects

o Understanding the differences between email technologies, namely, POP, IMAP, Exchange

o Configure email forwarding, alias', automatic replies,

o Troubleshoot send/receive errors telephonically and by email.

o Email accounts (Server Side) on POP, IMAP and EXCHANGE

o Email forwarders and autoreplies

o Creation and setup email accounts on Windows, MAC OS, Android and IOS

o Office applications, other 3rd party application (e.g., Adobe products, Softphones, Pastel, CRM’s, etc…)

Networking:

o Make up network cables and patch wall boxes - patch and crimp.

o Connect and configure managed network switch.

o Label and trace network cables

o Network loop and fault troubleshooting

o Setup Gateway router with PPPOE, DHCP or Static IP

o Setup LAN side DNS and DHCP

o Setup, configure, manage, and maintain Unifi Wi-Fi

o Scope and plan new network installations

Process support calls and tickets on the Helpdesk:

o Open new tickets accurately

o Perform data collection and initial investigation.

o Accurately log all time worked.

o Manage and maintain clear communication with all parties via the ticket.

o Tracks support activity and update the management system in near real-time.

o Closes tickets in the ticket management system with summary resolutions

o Create knowledge base articles.

o Manage and maintain your service calls and calendar appointments.

Analyse issues and provide quotations:

o Analyse issues and provide solutions.

o Provide clients with upgrade planning and asset rotation recommendations.

o Pull reports that support findings and recommendations.

o Pull reports on client request.

Collaborates with other IT Anywhere technical resources to resolve complex issues.

Creates clear, concise documentation in instructional knowledge-based articles.

o Create how-to documents on successfully resolving a common issue.

o Create system checklists for T1 staff to follow when completing a ticket.

o Create KB articles on known issues and resolution.

o Create client specific tutorial documents and How To's

Provides onsite support for clients (when requested)

o Perform call outs for a multitude of support requirements.

o Perform emergency call outs where remote support is not possible.

o Perform emergency repairs, hardware collection, deliveries to customers, suppliers and repair centers.

o Perform scheduled call outs for projects and other planned onsite support services.

Job Type: Full-time

Pay: R18 000,00 - R25 000,00 per month

Application Question(s):

• Do you have your own reliable vehicle?

Language:

• English (Preferred)

Location:

• Sandton, Gauteng 2196 (Preferred)

Work Location: In person