Level 3 Help desk Support|R25000-R29000|Medical Aid + Provident Fund

• Success in the NOC Engineer II position will be based on your ability to meet or exceed our client s expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.
• NOC Engineers will be graded on the profitability of the client agreements and on the quantity of closed tickets, speed of ticket closure and first-time ticket resolution.
  

• Windows Desktop Operating Systems and Microsoft Office versions
  
• Troubleshooting of systems from hardware level up (workstations, network devices, storage)
  
• Administration of Microsoft 365 environments (user creation/termination, licensing, etc)
  
• Microsoft Product Stack (Windows Server, AD, DFS, DHCP, DNS, etc)
  
• Endpoint Security (e.g.: Sophos or Microsoft Defender)
  
• Knowledge of Wired/Wireless Networking (e.g., Switches, Access Points, etc)
  
• Remote access solution implementation and support such as VPN as required.
  
• Experience with Command Line Interfaces to manage computer equipment
  
• Completion of assigned Change Requests (CR s), and project tasks as required.
  
• Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.
  
• Ability to work with vendor support to resolve client issues
  
• Maintain accurate time and records in all service tickets as performed.
  
• Maintain system configuration information within ticketing system and ensure it is attached to relevant tickets.
  
• Ensure that documentation is up to date and share knowledge with team colleagues through the creation of KB articles and guides.
  
• Communicate with customers as needed regarding ticket progress, changes or agreed outages.
  
• Ensure that requests for services are actioned and resolved within SLA limits. Escalate service requests that require engineer-level support in a timely fashion to prevent breach of SLA.
  
• Work with all team members and vendors to implement and improve Company best practices.
  
• Utilize central management tools to resolve customer issues with minimal customer impact. Provide customers with regular updates.
  
• Get new clients on-boarded and documented in our systems.
  
• Emails and Teams messages must be checked frequently (at least every 30 mins) either via Outlook or mobile device.
  
• Every Urgent email/message must be responded to immediately. All other emails must be either logged as a ticket, replied to or, forwarded on to another resource.
  
• Maintain a high level of customer satisfaction.
  

• Perform fast turnaround of customer requests.
  
• Perform network administrative duties weekly.
  
• Communicate effectively with the customer regarding issues and potential problems.
  
• Report to management potential problems with customer s computers, configurations and/or environment.
  

Requirements

• B.S. Degree, Computer Science, Engineering or equivalent education or training desired
  
• 3-5 years of relevant experience as a network engineer including phone, remote support, and hands-on experience
  
• Excellent verbal and written communication skills
  
• Strong working knowledge of Microsoft Applications
  
• Excellent Customer Service Skills
  
• Advanced troubleshooting skills
  
• Impeccable time management and allocation skills
  
• Experience installing/configuring routers, switches, VPNs, and firewalls (Cisco, Sophos, Palo Alto)
  
• Experience working with backups.

• Experience with Apple Mac systems
  
• Experience with Sophos Firewalls and Endpoint Security
  
• Datto RMM & Backup Experience
  
• A+ Certification is preferred.
  
• NET+ Certification is preferred.
  
• Microsoft Certified Professional (MCP) is preferred, and/or MS Fundaments and Associate level certifications.
  
• Office365 & Server migration experience desirable