Mid-Tier Engineer

Job Category: Engineer
Job Type: Full Time
Job Location: Durban

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

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