Level 3 Support Engineer
Level 3 Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Description: Tier 3 Helpdesk Engineer Remote (South Africa)
Position Overview:
The Tier 3 Helpdesk Engineer is responsible for providing expert technical support to endusers resolving the most complex issues and ensuring the smooth operation of IT systems. This role involves advanced troubleshooting diagnosing and resolving hardware and software problems as well as collaborating with other IT team members to improve service delivery.
Key Responsibilities:
- Provide expert technical support for hardware software and network issues.
- Diagnose and resolve complex technical problems escalated from Tier 2 support.
- Assist with the installation configuration and maintenance of IT systems.
- Document and track issues resolutions and updates in the helpdesk ticketing system.
- Collaborate with other IT team members to develop and implement solutions.
- Ensure compliance with IT policies and procedures.
- Microsoft Technologies: Utilize advanced skills in Microsoft technologies including Office 365 and Azure to support and troubleshoot related issues.
- Networking: Apply extensive knowledge of firewalls switches access points and advanced configurations to resolve networkrelated problems.
- System Configuration: Perform advanced configurations and maintenance of network devices to ensure optimal performance and security.
- SLA Performance: P1 tickets responded to in less than 30 minutes P2 tickets responded to in less than 1 hour P3 tickets responded to in less than 4 hours and P4 tickets responded to in less than 8 hours.
Qualifications:
- Bachelors degree in Information Technology Computer Science or related field.
- 5 years of experience in IT support or helpdesk roles.
- Strong knowledge of Windows and Mac operating systems networking and common software applications.
- Excellent problemsolving and communication skills.
- Ability to work independently and as part of a team.
- Microsoft Expertise: Advanced proficiency in Office 365 and Azure. Certifications are required for this position in Azure or Office 365.
- Networking Skills: Extensive knowledge of firewalls switches access points and advanced configurations.
Employment Type
Full Time
