At Content+Cloud we help our clients to succeed and to transform the way their businesses operate, the way their users work, and provide them with flexible and secure platforms with which to do it.
Our portfolio of Professional and Managed Services enables our clients to truly leverage the power of Microsoft’s three clouds: Microsoft 365, Azure and Dynamics 365.
As our reputation has grown over the years, we’ve been able to attract exceptionally talented individuals. Whether they are a world-renowned technology specialist or a highly skilled member of a 24/7support team, all our people are driven by a desire to deliver success for our clients.
The key deliverables of a Support Services Engineer are to provide technical support to end users. This can include incidents; problems; requests or change control depending on the requirements of any of our customers. The engineer must possess excellent verbal and written communication skills as well as good analytical and technical skills and continually look to improve on this. In addition, they need to collaborate with the entire operations team with positive communication and sharing of knowledge and information.
Health and Safety – To comply with Health and Safety legislation, following Content+Code processes to ensure your own safety and the safety of others.
Location and Environment
This role will be based out of our Century City offices in Cape Town, however you will work amongst a team split across our London and Manchester offices.
At Content+Cloud we look for a particular kind of person. Someone who likes nothing better than helping others to achieve their goals. Someone who is driven by a desire to go the extra mile for our clients, focusing on the little things that make a big difference. Someone who loves technology, not for its own sake, but for what it can deliver – in terms of organisation.
This is the real Content+Cloud difference: the mindset of our people.
We see every client challenge as an opportunity for fresh thinking, and every client journey as an adventure.
Required Skills and Capabilities
Support Services Engineer Duties and Responsibilities
– answer calls and attempt first call resolution.
– confirm and capture accurate information.
Take ownership of tickets assigned to you or your relevant virtual team ticket queue within the required agreed SLA’s.
Prioritise and manage several tickets at one time.
Apply extreme attention to detail
Maintain data quality and accuracy standards at all times.
Must have experience in supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)
Hold a formal IT qualification, ideally MCSE/MCITP or multiple MCPs massively advantageous but not a deal breaker
Excellent desktop troubleshooting skills.
Basic to intermediate server and network identification and troubleshooting skills.
Take ownership of technical escalation.
Contribute to and improve internal knowledgebase assets.
Refer to internal knowledgebase, assets, internal/external resources to provide accurate solution.
Provide prompt and accurate feedback to clients.
Direct unresolved issues to senior support service engineer for technical escalation.
Salary dependent on experience
Role based out of our Cape Town offices
40, hours per week (Monday – Friday)
20 days’ annual leave
Pension, Medical aid, free breakfast daily, lunches paid for on Friday (and a whole array of other benefits!)
Continual professional development plans
Good luck and please bear in mind we receive a very high number of applications; we will endeavor to get back to all applicants, however, we thank you for understanding this is not always possible for unsuccessful applicants.
Content+Cloud is proud to be an equal opportunity workplace that is committed to attracting and retaining the best talent regardless of race, sex, age, national origin, religion, sexual orientation, gender identity, disability or criminal history. As part of our compliance requirements, we do undertake background checks which, dependent on levels of security required for the role or client assignment, may include a criminal record check. Please do let us know if you would like more details on the level of checks for the specific role you are applying to.
We are happy to provide any reasonable adjustments you may need to ensure you feel you have the best experience across our selection process and future employment, for any support on this please email us at email@example.com
Tagged as: 1st Line Engineer, Service Desk Engineer, Support Services Engineer
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