JOB PURPOSE STATEMENT
The Mid-tier Engineer plays a pivotal role in providing technical support expertise to our client base and ensure clients are delighted and serviced at a high standard. Subscribing to the company culture and values. To have a continuous improvement mindset striving for personal and professional excellence. Your industry-recognised expertise positions you as a mentor and influencer to junior engineers, offering guidance and knowledge transfer to technical staff within your specialised discipline
KEY DELIVERABLES:
Key Performance Area: | Duties: |
Technical Support | – Provide expert service delivery to clients
– Support clients technically – Manage the development and implementation of technical solutions – Serve as an escalation for junior technicians – Follow through on allocated tasks to completion – Provide high level of service delivery to clients and management. Clients must be delighted in your work – Response times to align with client contract terms – Calls are to be escalated immediately if unable to be resolved in contracted resolution time – Support will include onsite and remote support – Typical support will include but not be limited to : o Microsoft Environment – Server, Desktop, Cloud (M365, Azure) o VMWARE, Hyper V o Tier 1 Hardware Brands – Server, Storage, Networking o Firewall / Security Skillsets – Particularly Sophos/Fortigate o SD-WAN Technologies o Endpoint, Antivirus o VOIP o Basic general all-around networking skills – IP configuration, subnetting, best-practice configurations, VLANs, routing etc. o Threat Hunting o Security Remediation |
Administration | – Meet with Service Delivery Manager (SDM) and or Helpdesk Manager weekly to align on projects, activities
– Take ownership and responsibility for tasks allocated – Complete tasks allocated timeously – Take a proactive stance with TD and or SDM to ensure forward momentum always – Ensure that you keep customer technical documentation up to date – Ensure administration is always up to date in systems – Maintain technical certifications – Achieve your billable hours based targets – Account for 100% of your time in the service desk |
Solutions | – Support, deploy, maintain and troubleshoot enterprise environments and solutions for our customers
– Support, deploy, maintain and troubleshoot public cloud-hosted architecture and solutions for our customers – Maintain solid documentation on solutions |
Internal and External Communication | – Communicate effectively via company communication tools (WhatsApp Teams, Service Desk etc.)
– Build relationships with customers and the technical team – Ensure quick turnaround time when communicating – Maintain a professional culture with colleagues and customers – Respond to work communications quickly and effectively |
JOB REQUIREMENTS:
- Bachelor’s degree or National Diploma in engineering or related field
- Minimum of 3 years of experience in technical roles
- A keen interest in IT Security (Sophos, Fortinet, Offensive Security etc. )
- A keen interest in Networking (HPE Aruba, Sophos etc.)
- Technical and analytical skills
- Excellent problem-solving and critical thinking skills
- Excellent communication and interpersonal skills
- Able to work as part of a team and independently
- Open-minded to personal growth and development
- Firm understanding of Security Best Practice
- Security First mindset when solving problems