Senior Customer Engineer Jobs in Cape Town, South Africa at Hire Resolve
Overview
Hire Resolve is excited to announce an exceptional opportunity for a Senior Customer Engineer to join the team of our esteemed client, a leading IT solution provider. This role is ideal for a highly skilled professional with a passion for delivering top-tier technical support and innovative solutions. If you are ready to elevate your career and contribute to cutting-edge IT projects, we invite you to explore this dynamic and rewarding position.
Responsibilities:
1st Line Support:
Provide support through email, phone, or remote assistance as needed.
Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and other peripherals.
Apply basic networking principles to troubleshoot connectivity issues.
Utilise Active Directory to resolve issues related to GPOs, logon scripts, and user management.
Install, configure, and maintain Windows 10/11 and associated software suites (Office 365, One Drive, SharePoint, Azure
AD).
Provide hands-on support for replacing hardware components in desktops and laptops.
Maintain accurate documentation of IT inventory, software licences, and configurations.
Ensure compliance with security protocols and company policies.
2nd Line Support:
Troubleshoot and resolve issues, investigate incidents, and analyse system metrics, logs, traffic, and configuration changes.
Manage and maintain the Microsoft Hyper-V and VMware environments.
Ensure patch compliance levels are met and assist with troubleshooting patch failures.
Collaborate with Customer Engineers on complex issues and project rollouts.
Perform server and security audits, system backup procedures, and other recovery processes in line with the company’s disaster recovery and business continuity strategies.
Integrate servers, including email, print, and backup servers, into enterprise systems.
Provide support for Microsoft Active Directory and Windows-based systems across the enterprise, including directory and identity management solutions.
Lead projects related to infrastructure and network improvements or upgrades.
3rd Line Support:
Oversee and maintain server and network systems, troubleshooting issues as they arise.
Design, implement, and manage the organisation’s IT infrastructure, including servers, storage, networking, and security systems.
Ensure all escalations are addressed, and production is restored within SLA time frames.
Visit client sites to troubleshoot, configure, and implement IT solutions.
Resolve hardware issues, liaising with third-party vendors as necessary.
Continuously seek opportunities to improve IT systems and service delivery.
Maintain comprehensive documentation for all system and network configurations.
Stay current with industry trends and best practices in infrastructure and network engineering.
Manage capacity effectively to optimise system performance.
Compile reports, such as health checks on server infrastructure for clients.
Collaborate with other IT professionals to identify and implement solutions for complex technical issues.
Ensure backup systems are operational and backup policies are enforced.
Analyse existing systems and operations to develop preventative maintenance strategies.
Identify potential problems and notify relevant stakeholders promptly.
Demonstrate strong problem-solving skills, taking the lead during major outages.
Adhere to the Change Management Process and Incident Management Process.
Requirements:
Knowledge of Active Directory, DNS, DHCP, RDS Roles, and including functions within the roles.
Minimum of 2 years in an enterprise server environment, focusing on administration and problem resolution of Windows Server.
Experience with Windows Server 2012+ Operating Systems.
Familiarity with redundancy strategies (RAID, HA, Failover, MPIO).
Knowledge of hypervisors (VMware, Hyper-V, Azure).
Extensive knowledge of desktops, laptops, printers, and network copiers.
Proficiency in Microsoft 365 Suite, including licensing, products, and services.
At least 2 years of experience with virtualised workloads (VMware / Hyper-V).
Understanding of networking (VLAN, routing, switching).
Ability to install and configure Exchange and SQL Server.
Basic scripting skills for large-scale deployments.
Comprehensive understanding of Windows 10 and 11 operating systems.
Familiarity with ITIL processes and experience adhering to them in a production environment.
Experience with remote monitoring systems.
Benefits:
Title: Senior Customer Engineer
Company: Hire Resolve
Location: Cape Town, South Africa
Category:
