Operations Engineer - Cape Town - SA.

OPERATIONS ENGINEER

A leading player in outsourced IT Solutions, at Bluecube we pride ourselves on delivering the best for our business partners.

We are a Microsoft Gold Accredited MSP, evolving our team to meet some healthy growth ambitions. You will be an integral part of our growth in our venture in Cape Town.

Our NOC Engineers need to be able to work independently with a high level of accuracy and consistency. Your role is to proactively monitor and resolve any issues we may detect on all clients sites to allow a continual exceptional service with ought interruptions whilst ensuring all support is performed with minimal business impact on the customer within the agreed service levels.

You will be required to provide support across many platforms for multiple clients using remote support tools from the office.

Key responsibilities:

Desire to provide outstanding customer service to our clients.
Investigate and resolve system generated tickets and log any issues you may discover with accurate information and progress them though to resolution.
Calling customers as necessary in a friendly and professional manner to resolve technical issues, although 85% of your work will not involve customer interaction.
Taking responsibility for your personal call queue, ensuring that all issues are closed in a timely fashion. Logging detailed and accurate information into the Call Management system.
Monitoring & resolving all customer backup issues as they arise and the deployment of new backup solutions.
Working with our monitoring software to resolve issues detected on customer systems, e.g. Disk Space warnings, Hardware Failures, SSL Renewals.
Ensuring all customer system are accurately patched though patch management deployment tools for all Server and Client systems
Ensuing customer AV is always up to date and resolve any issues as needed
Speaking to 3rd parties for hardware failures
Investigating security breaches on internal and cloud-based systems e.g. Office 365
Carry out Azure DR testing on customer deployments
Investigating BSOD occurrences
Additional duties as directed by the CTO and other members of the Management Team.

Essential skills & experience:

Desire to provide outstanding customer service to our clients.
Excellent communication skills, both written and verbal.
Friendly, confident and professional telephone manner.
Eager to learn new skills and invest in personal development.
Strong attention to detail with well-developed problem solving skills.
Time management skills with the ability to prioritise effectively.
Self-motivated with the ability to work alone and as part of a team.
Minimum of three years in IT technical support ideally within an MSP environment.
Knowledge and understanding of server type and deployments although expert knowledge is not required.
Good knowledge and experience with Office 365.
Good understanding of networking.
Good working knowledge of Windows Servers
Strong knowledge of Windows 7, Windows 8, and Windows 10 operating systems.
Experience working with servers (Server 2012, 2016, & 2019)
Experience of virtualised Microsoft environments.

Desirable for the role:

Firewalls
N-able Products.

We are looking for a candidate to have a good well-rounded knowledge of Windows servers, clients operating systems and network deployments, you dont need to have professional accreditations although this would be advantageous. The candidate must be able to investigate monitored systems and proactively to prevent customer disruption.

Salary