Specialist Services Engineer (T3)

A leading IT services provider is seeking a dynamic Specialist Services Engineer (T3) to drive complex project delivery resolve high-level technical escalations and mentor junior engineers. This role blends advanced technical expertise with client-facing finesseperfect for someone who thrives in fast-paced environments and knows how to lead with impact.

Responsibilities:

• Project Management: Plan execute and finalize projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants to deliver projects according to plan.
• Technical Support: Provide advanced technical support for escalated issues ensuring timely resolution and excellent customer satisfaction.
• Client Interaction: Maintain strong relationships with clients provide regular updates on project status and address any concerns or issues that arise.
• Documentation: Maintain detailed documentation of all projects including project plans timelines and post-implementation reviews.
• Field Support: focus areas include but are not limited to:
  • Compliance with customer rules processes and procedures while attending work at customer offices.
  • Compliance with Company Onsite Statement of Work (SoW).
• Escalations: focus areas include but are not limited to:
  • Quickly and accurately identify P1 and P2 Incidents and or account escalations initiating an immediate response.
  • Notify relevant stakeholders. Communicate updates consistently and regularly (for Major incidents updates should be at least hourly).
  • Provide root cause analysis for major incident in the form of a Major Incident Report.
• IT Information Library (ITIL) and IT Service Management (ITSM): focus areas include but are not limited to:
  • Risk Management: Identify log and communicate risks. Collaborate with stakeholders to develop mitigation strategies.
  • Knowledge Management: Document changes in the environment within the knowledge management systems. Ensure diagrams passwords vendor info etc are kept up to date.
  • Release and Deployment Management: Assist with new client transitions documenting the environment and deploying management tools and configurations aligning the infrastructure to best practice.
  • Configuration Management: Ensure best practice configuration and that items are monitored policies and alert thresholds appropriately defined. Ensure subscriptions are tracked and renewed with renewal reminders in place. Identify and implement
  • hardware software and process performance improvement opportunities and notify stakeholders of these opportunities.
  • Incident and Problem Management: Assist with troubleshooting when tickets may become challenging for team members and your experience is required. Assist with overflow work when teams are struggling with capacity.
  • Change Management: Enforce discipline and ensure changes are planned with key stakeholders and well communicated.
  • Incident Management: Identify and perform root cause analysis. Report findings.
• Talent Development Team Leadership & Collaboration: focus areas include but are not limited to:
  • Lead and mentor junior engineers fostering a culture of continuous learning: Provide effective leadership and mentorship to T1 and T2 engineers by coaching sharing knowledge and fostering a collaborative learning environment within the IT team.
  • Collaborate effectively with internal and external stakeholders: Work collaboratively with colleagues and external vendors to resolve complex issues and ensure seamless service delivery.
  • Contribute to the development of the IT teams knowledge base: Actively contribute to the internal knowledge base by documenting solutions troubleshooting steps and best practices for complex issues.

Requirements:

• Matric or NQF equivalent
• A and N or equivalent
• Microsoft MCSA or MCSE
• Certification in Microsoft 365 and Azure environments
• Certification or Degree in IT is advantageous
• Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous)
• 5 years practical service delivery experience in the Information Technology industry; as an IT support field support or desktop support technician
• Strong interpersonal & leadership skills
• Excellent decision-making skills
• Ability to analyse and resolve problems
• Fluent verbal and written English communication skills
• Professional and confident communicator
• Effective listening skills
• Dynamic and high energy levels
• Good follow-up skills
• Be patient tactful diplomatic and approachable
• Ability to work under pressure and meet deadlines
• Work accurately meticulously and pay high attention to detail
• Excellent organizational planning and time management skills
• Ability to multitask and prioritize
• Strong administration skills
• Enjoy working in a team but also can work independently
• Computer literate