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Tier 3 Support Team Lead

Job Ref
284701
Job Type
Permanent
Employer Type
Company
Date Added 10 May 2022
Expiry Date 7 Jun 2022
* There have been 19 applications to this job.
* This job has been viewed 7884 times.
Employer:
Westech

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
The role of the Tier 3 Support Technician is to:

•Ensure the stability, integrity and efficient operation of various end-user sites & in particular servers, and Networking Equipment.
•Lead the Senior Engineers and make sure the Team is performing and meeting KPI’s
•Notify Client Service Consultants of issues on site such as end of life systems etc… so opportunities can be created and sites upgraded
•Serve as the Tier 3-escalation point for incidents from Tier 1 & 2 and other Tier 3 support technicians and the helpdesk coordinator.
•In addition to reactive support, the Senior Technician is responsible for applying technical knowledge to the preventative & proactive maintenance of client systems including upgrades & new installations.
•Senior technician’s guide & support junior technical staff acting as mentors for their growth and development.
• Serve as the escalation point for complex technical issues & problems
• Develop & maintain client systems proactively
• Coordinate and perform large scale upgrades, migrations and installations (particularly servers)
• Proactively coordinate server maintenance & testing
• Research & Develop solutions for unknown problems and incidents
• Complete service requests and resolve tier 3 incidents within SLA guidelines
• Actively log calls and their resolutions in the appropriate ticketing & billing systems
• Proactively follow up with clients on the resolution of their complex issues and ensure customer satisfaction
• Ensure effective implementation of back-up processes
• Build relationships with internal sales for the procurement of appropriate technical equipment to deliver Tier 3 services
• Resolve Complex Incidents escalated by Tier 1 & 2 technicians typically relating to:
• Server & Active directory services configurations
• Active directory domain installation and configuration including users
• Authentication processes & configurations
• Remote Desktop Services
• Configuration of RRAS/DNS Servers/DHCP Servers
• Determination and allocation of FSMO Roles
• Software Restrictions/Auditing/Quotas
• CNAME, A, MX, SPF Records
• DNS/DHCP queries & incidents
• Advanced Mail Administration (Exchange and Office 365)
• Office 365 Administration
• Microsoft Exchange Implementation, troubleshooting and maintenance
• Azure and AWS Services
• Business Requirements – Systems Design, Evaluation and Procurement
• Firewalls
• Security
• Microsoft Qualifications essential



 
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