Tier 2 Engineer

A vacancy exists in the Managed Services environment for a Tier 2 IT engineer reporting to the Field operations manager.

Functions will include first-line user support, general IT support, network support, software support, application support as well as running the day-to-day activities within the portfolio including vendor management and the bridge between the onsite Desktop Engineer and the Infrastructure Engineer.

Responsibilities

• Provide client end user and management support.
• Problem-Solving - To listen to and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines
• User Satisfaction - To ensure that the user is satisfied with the service provision
• First time repair to the identified problems to meet average contractual SLA requirements
• Call Updating - To ensure that all calls are updated with meaningful comments and correct asset details
• Look after the day-to-day operations with the client portfolio.
• Support and understand client data backup, application, Mimecast, M365 and software environment and the infrastructure environment.
• Coordinate communication between support teams, business units, and vendors to align service expectations.
• Manage vendors within the client portfolio.
• Report on managed network performance and implementation of tools to measure and improve customer service.
• Maintain service management best practices in line with ITIL principles.
• Maintain compliance with relevant laws, regulations, and industry standards.
• Enforce IT security policies, including password management and access control.
• Identify, report, and assist in resolving security incidents or vulnerabilities.

Collaboration

• Work closely with internal IT teams and external vendors to resolve complex technical issues.
• Participate in team meetings and contribute to continuous improvement initiatives.

Customer Service

• Provide professional, friendly, and efficient technical support to end-users.
• Communicate clearly and proactively with users regarding incident status and resolution progress.       

• Excellent customer facing and communication skills.
• Ability to complete documentation and paperwork accurately and in a timely manner.
• Basic networking implementation and fault-finding skills.
• Highly organized, deadline-driven, and able to prioritize tasks in a fast-paced environment.
• Excellent analytical and problem-solving abilities.
• Confident decision-maker with a proactive and solution-oriented mindset.
• Able to remain calm and focused under pressure.
• Managing and remediating Vulnerabilities in the Customer environment.
• Managing and updating Patching in the environment.
• Proactive monitoring of the environment with the tools available.
• Adhering to the ITGC and ISO controls and processers
• Ability to review the environment and provide the customer best advise to keep the environment stabile and up to date.
• Demonstrated desire to develop new skills and knowledge in support of new technology.

Experience

• Minimum 2 years of experience in an IT Technical Support role, preferably within an ITIL-aligned environment.
• Technical experience in installations and maintenance on all IT related products and services.
• Demonstrated desire to develop new skills and knowledge in support of new technology

Qualifications

• Matric (or equivalent secondary qualification).
• IT-related certification (e.g., CompTIA, Microsoft, or similar)
• Microsoft Certification

Applicants will be required to participate in a comprehensive assessment process and must be deemed competent. Work sample and / or psychometrics tests will be undertaken as part of the selection process.

Please Note:
As all iqbusiness roles require honesty in the handling of or access to cash, finances, financial systems, or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID, and qualification verification.

iqbusiness is committed to sustainable growth and transformation, we embrace diversity and employ previously disadvantaged individuals