Technical Support Engineer Somerset West - Somerset West
JSM Business Services and Recruitment
PLEASE NOTE THAT THIS IS AN ONSITE POSITION AT OUR CLIENTS' OFFICES IN SOMERSET WEST, WESTERN CAPE. The Support Engineer plays a critical role in the operational success and customer satisfaction of the organization. This position requires a unique blend of technical skills, customer service aptitude, and a collaborative spirit, ensuring the seamless delivery of IT support and management services. Core Responsibilities -Technical Support and Troubleshooting: Provide first-line support to customers, addressing and resolving technical issues with efficiency and accuracy. This includes handling inquiries related to user and device management, Internet connectivity, firewall and WiFi configurations, and server and MS365 management. -System Monitoring and Maintenance: Utilize AI-powered management tools to proactively monitor customer systems, identifying potential issues before they impact business operations. Perform routine maintenance and updates to ensure optimal system performance and security. -Customer Communication: Serve as a primary contact point for technical inquiries, ensuring clear, empathetic, and timely communication with customers. Explain complex technical issues in an understandable manner, maintaining customer trust and satisfaction. -Collaboration with Team Leads and Account Managers: Work closely with the Customer Care Support Team Lead and Customer Care Account Managers to align technical support activities with overall customer account strategies. Participate in collaborative projects and initiatives that enhance customer success and business goals. -Documentation and Reporting: Maintain accurate records of customer interactions, technical issues, and resolutions. Contribute to the development of support documentation, knowledge bases, and FAQs to assist in customer self-service and team reference. -Continuous Learning and Development: Engage in ongoing professional development to stay current with the latest technologies and best practices in IT support and management. Share knowledge and insights with team members to foster a culture of continuous improvement and expertise. -Grade 12 with a related technical qualification. -Office 365, Azure, Active Directory and Sharepoint experience. -Knowledge of Cyber Security will be beneficial. -Proven experience in IT support or a similar technical role, with a strong foundation in network infrastructure, device management, and cloud services. -Excellent problem-solving skills, with the ability to diagnose and resolve technical issues effectively. -Strong communication skills, with a focus on providing exceptional customer service. -Familiarity with project management and CRM tools, with the ability to utilize technology for efficient service delivery and real-time reporting. -A team player with a collaborative attitude, capable of working well with others to achieve common goals. -A commitment to continuous learning, with a willingness to pursue additional certifications and training in relevant areas. The Support Engineer at Ello Technology is not just a technical expert but a vital contributor to the customer experience and operational excellence of the company. Through their dedication to quality support, proactive problem-solving, and continuous improvement, they help maintain Ello Technology's position as a leader in the MSP sector, driving customer satisfaction and business success. R20 000 ctc
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