Level 2 Service Desk Engineer

Level 2 Service Desk Engineer

Position Overview

We are looking for a Level 2 Service Desk Engineer to join our team in Cape Town.

In this role, you will have the opportunity to provide technical software, hardware and network problem resolution to clients. You will also perform problem diagnosis and guide users through step-by-step solutions in a desktop support-based environment. In addition, you will provide technical solutions in a user-friendly, professional manner, facilitating one-to-one end user training as required and ensure site technical documentation is maintained.

Salary & Benefits

We will offer a competitive base salary for this position, alongside our standard company benefits.

Click here for the list of benefits.

Hybrid working

We recognise the benefits that remote and flexible working brings.

We operate a hybrid working policy that allows our employees to balance time in the office and time from home. Each team within our organisation can decide how to implement this policy. If you have any questions after applying, please reach out to our recruitment team.

Responsibilities

• Provide technical support for hardware, software, and network issues to clients in a desktop support environment.
• Perform problem diagnosis and guide users through step-by-step solutions to resolve technical problems.
• Communicate effectively with both technical and non-technical audiences, ensuring clarity and understanding.
• Maintain and update technical documentation related to site operations and procedures.
• Facilitate one-to-one end-user training as required, helping users become familiar with systems and applications.
• Configure, troubleshoot, and resolve issues across all Microsoft Windows server platforms.
• Diagnose and upgrade PC and server hardware, including firmware updates.
• Manage user accounts using Active Directory, including configuring new users and organisational units (OUs).
• Troubleshoot DNS issues and ensure domain entries exist for services and devices.
• Assist with IP networking issues, including TCP/IP, DHCP, routers, switches, and firewalls.
• Understand and troubleshoot backup technologies and cloud repositories as needed.
• Adapt to changing workloads and priorities while managing tasks efficiently within a team or independently.

Qualifications & Experience

• 2 - 3 years’ experience as a ServiceDesk engineer supporting SME’s
• Experience of working in a customer facing role
• Familiar with working to SLA’s to meet both customer and contract requirements
• Working as part of a wider service delivery function
• Experience with Microsoft Dynamic operating systems and online services including installation and maintenance
• Exchange Technologies
• Active Directory
• Firewalls, Router & VPN technologies
• Microsoft Office and 365 services
• Cloud and traditional Phone systems with a focus on teams. (Desirable)
• IOS, Mac and Apple Troubleshooting. (Desirable)
• OneDrive for business (Desirable)
• SharePoint and SharePoint document libraries (Desirable)
• Databases – SQL (Desirable)

About Us:

We are the tech company with people at heart.

At Advania, we believe in empowering people to create sustainable value through the clever use of technology. As one of Microsoft's leading partners in the UK, specialising in Azure, Security, Dynamics 365, and Microsoft 365, we have a proven track record of success in delivering transformational IT services.

Our Selection Process:

We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.

As part of our commitment to our clients we will need to carry out background checks, including a criminal record check, for all offers of employment. If you have any unspent criminal convictions or questions about the screening process, please notify your recruiter once the application has been submitted.

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