Senior Customer Engineer (IT Sector)

SUMMARY:
Our client a dynamic and innovative company committed to excellence in the IT Sector (Information Technologies industry) is currently looking for a Senior Customer Engineer - Server Focused Information Technology Sector  to be based in Plattekloof, Western Cape. 
developing preventative maintenance plans, and providing customer support. You should also be
able to troubleshoot systems, identify problems and write up reports.

POSITION INFO:
Position: Senior Technical Customer Engineer - Server Focused - Information Technology Sector

Location: Plattekloof, Western Cape

Role Summary:

The technical engineer's responsibilities include, but are not limited to, assisting engineers with various
tasks like design, construction, equipment installation, system configuration, maintenance, developing preventative maintenance plans, and providing customer support. You should also be able to troubleshoot systems, identify problems and write up reports.

Minimum Qualification Criteria:

• Grade 12 Certificate
• CompTIA A+ and N+
• CCNA/CCNP
• MCITP/MCSE on Windows Server 2012+
• Microsoft 365 Administration
• (Advantageous) Microsoft Azure Certification
• (Advantageous) Vendor Certifications (HPE, DELL, LENOVO, IBM, etc)

• 3-6 years minimal IT experience
• 2 years minimal experience in an enterprise server environment with administration and problem resolution of Windows Server
• 2 years minimum experience in virtualized workloads (VMWare / Hyper-V)
• Extensive knowledge of Desktops, Laptops, printers, Network Copiers
• Extensive knowledge of Microsoft 365 Suite (Licensing, Products, Services)
• Extensive Knowledge of Windows 10 & 11 Operating Systems
• Knowledge of Redundancy Strategies (RAID, HA, Failover, MPIO)
• Knowledge of Hyper Visors (VMWARE, Hyper-V, Azure)
• Knowledge of Windows Server 2012+ Operating Systems
• Knowledge of Active Directory, DNS, DHCP, RDS Roles and including functions within the roles
• Knowledge of Installation and Configuration of Exchange / SQL Server
• Knowledge of Basic Scripting Tasks for Large Scale Deployments
• Knowledge of LAN / WAN Solutions
• Knowledge of Networking (VLAN, Routing, Switching)
• Knowledge of ITIL processes and experience adhering to them in a production environment
• Knowledge of Remote Monitoring Systems
• (Advantageous) Knowledge of SAN Storage Management
• (Advantageous) Knowledge of Public Services (DNS, Public IPs, Subnetting)
• (Advantageous) Knowledge of Firewall Management (ACL, Zones, NAT)
• (Advantageous) Knowledge of Installation and Maintenance of Proxy Servers

• Deliver support via email, phone, or remote assistance when required.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, scanners, and other peripherals.
• Apply basic network principles to troubleshoot connectivity problems.
• Utilize Active Directory for resolving issues related to GPOs, logon scripts, and user management.
• Install, configure, and maintain Windows 10/11 and associated software suite (Office 365, OneDrive, SharePoint, AzureAD).
• Provide hands-on support for hardware component replacement in desktops and laptops.
• Maintain accurate documentation of IT inventory, software licenses, and configurations.
• Ensure compliance with security protocols and company policies.

• Support and troubleshoot issues, investigate incidents, and analyze system metrics, logs, traffic, and configuration changes.
• Manage and maintain the Microsoft Hyper-V and VMware environment.
• Ensure patch compliance levels are adhered to and assist with troubleshooting of patch failures.
• Collaborate with Customer Engineers on complex issues and project roll-outs.
• Perform server and security audits, system backup procedures, and other recovery processes in line with the company's disaster recovery and business continuity strategies.
• Integrate servers, including email, print, and backup servers, into enterprise systems.
• Provide support services for Microsoft Active Directory and Windows-based systems across the enterprise, including directory and identity management solutions.
• Lead projects related to infrastructure and network improvements or upgrades.

• Oversee and maintain server and network systems, troubleshooting any issues that may arise.
• Design, implement, and manage the organization's IT infrastructure, including servers, storage, networking, and security systems.
• Ensure all escalations are actioned, and production is returned to a normal state within the SLA time frame.
• Visit client sites to troubleshoot, configure, and implement IT solutions.
• Resolve hardware issues, liaising with third-party vendors as needed.
• Continuously seek improvement opportunities in IT systems and service delivery.
• Maintain comprehensive documentation for all system and network configurations.
• Stay current with industry trends and best practices in infrastructure and network engineering.
• Manage capacity effectively to optimize system performance.
• Compile reports such as Health Checks on Server Infrastructure for clients.
• Collaborate with other IT professionals to identify and implement solutions for complex technical issues.
• Ensure that backup systems are in running order, and the backup policy is enforced and adhered to.
• Analyse existing systems and operations and develop preventative maintenance strategies.
• Identify potential problems and notify the relevant stakeholders in a timely manner.
• Strong problem-solving skills – required to take the lead in situations with major outages.
• Adhere to both the Change Management Process and Incident Management Process.