Senior L1 Engineer

Senior L1 Engineer:

• Fully remote - South Africa - work from home.
• Industry - MSP (MUST have experience within this type of business).
• Salary - Up to R25,000 basic per month plus benefits (R27,000 CTC).
• Hours - US hours (typically 3pm - 12am SAST).

Job Description:

• The successful candidate will be responsible for providing first-line support to our Managed Service customers.
• This includes troubleshooting and resolving IT issues, managing customer tickets, and passing tickets to our On Site Engineering queue where required.
• Additionally, escalating complex issues to our 3rd line engineers. The ideal candidate will possess a minimum of 2 years of verifiable experience as a full-time IT Service Desk Engineer and will have the aim to work long-term with the company in developing their role in this exciting and mature company.

Key Duties:

• Ticket Resolution: Efficiently manage and resolve IT support tickets from our educational and business clients, ensuring timely and effective solutions.

• 1st and 2nd Line Support: Provide both 1st and 2nd line support for a wide range of IT issues, including but not limited to hardware, software, networking, and security.

• Provide technical support for Microsoft 365 services, including:

  Exchange Online, SharePoint Online, Teams, OneDrive, and Intune.

• Basic troubleshooting network connectivity, wireless, firewall, server, endpoint, identity, access, and performance-related issues

• Windows Troubleshooting: Diagnose and resolve Windows OS-related issues, ensuring the seamless operation of client systems.

• Client Communication: Maintain clear and professional communication with clients, keeping them informed about the status of their support requests and providing guidance when necessary.

• Documentation: Create and maintain comprehensive documentation of client environments and issue resolutions.

Summary of Requirements:

• Previous experience in an IT support role, preferably within an MSP environment.
• Strong knowledge of Microsoft 365 administration.
• Proficiency in Windows operating systems and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with excellent telephone manner.
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.