Systems Support Engineer- Cape Town

About this role

Role Description

The Systems Support Engineer is a key part of the Cloudbox service framework providing end to end management of tickets and service requests reported by the customer.

• Manage Tickets and Requests
• Receive and record all calls from our customers
• Provide initial assessment of all tickets, attempt first time resolution, and /or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on status and progress of their tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Technical skill

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching
• Powershell scripting and use for administration

Soft Skills

• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated
• Technical Qualifications AND Requirments
• Current Microsoft Certifications in either MS or AZ tracks.
• 3-5 years' experience in a customer facing IT support role
• Previous MSP experience extremely valuable
• Shift Work

The Systems Support Engineer will be expected to work standard 8-hour shifts, Monday to Friday. Shifts are not fixed but are rotated between available resources to align as best possible to employee’s requirements while

• ensuring adequate cover for our major supported time zones globally. Shifts rotate week.
• Other

Successful interview candidates will be subject to full background checks and vetting. This document describes the principal purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract of employment. This document describes the principal purpose and main elements of the role.

It is a guide to the nature and main duties of the role as they exist currently but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract.