Senior Support Engineer (Active Directory, GPO, Entra ID, Intune) (Northern Cape)

About the position

ENVIRONMENT:

PROVIDE high-level support for user and infrastructure environments ensuring careful and optimal call management and efficiencies as the next Senior Support Engineer sought by a dynamic Internet Service & Network Specialist to join its team in the Northern Cape. You will manage End-user Computing environment/users and call escalations to 2^nd Level including leading the onsite EUC Engineers and supporting Entra ID & Intune Endpoint Management. The ideal candidate must have Matric/Grade 12 and be A+/N+ or MCSE Certified or possess a relevant IT tertiary qualification with a minimum of 3 years’ experience delivering End User Computing (EUC) Support Services in a customer environment. You must also be able to create users and manage Active Directory, have GPO experience, be proficient with PC builds and Endpoint installations. Applicants must be available to provide after-hours Standby support.

DUTIES:

• Able to correctly analyse and prioritize calls and requests according to business impact and urgencies as well as financial impact.
• Manage EUC environment/users and call escalations to 2nd level.
• Must be able to support Entra ID, Intune Endpoint Management. 
• Lead the onsite EUC Engineers ensuring SLA compliance.
• Liaise between users, IT Outsource providers and internal IT processes.
• Assist with incident management and problem resolution, ensuring minimal impact, and initiate escalation procedure as appropriate.
• Identify and escalate persistent incidents.
• Develop and maintain a professional working relationship with the clients and client end-users (VIP users) in support of the Service Delivery Manager.
• Confirm call resolution with end user before resolving of the call on ITSM.
• Maintain service and quality levels according to the company’ business standards, processes and procedures.
• Create and update documentation related to all Standard Operating Procedures.

REQUIREMENTS:

Qualifications –

• Matric \ Grade 12 (Compulsory).
• A+ or N+ / MCSE or tertiary IT qualification.

Experience/Skills -

• At least 3+ years’ experience delivering End User Computing (EUC) Support Services in a customer environment.
• AD and GPO experience (Creating users and managing AD).
• Proficient at PC builds and Endpoint installations.
• Must be available to provide after-hours Standby support.

Advantageous –

• ITIL proficiency.

ATTRIBUTES:

• Self-managed.
• Strong attention to detail.
• Ability to communicate oral or written feedback and technical information to all levels of end-users.
• Must be a team player with the ability to work in and with a virtual team.
• Must be able to work independently.
• Must be able to cope under pressure.
• Must be punctual, disciplined and dedicated to effectively execute job requirements keeping in mind INTERNAL and EXTERNAL HR and IT policies in place.

Desired Skills:

• Senior
• Support
• Engineer