L3 Support Enginner
Conosco strives to create a strong, committed and inclusive workforce so whoever you are, wherever you’re from: you are welcome.
L3 Support Engineer - South Africa
The Role
The core of this role is the equivalent of a 3rd line engineer, the last escalation point in a case cycle. Must have the ability to resolve these escalation focused incidents on their own or with little guidance.
The other key part is managing the proactive side of major incidents and escalations to ensure they do not happen again for the same client or others. The candidate must be able to handle networking and non-networking issues as well, as listed below, when needed. Guidance and training on these will be provided.
Job Responsibilities
- Providing technical support for networking connectivity, routers, switches, firewalls. Core vendors are Cisco Meraki AP & Firewall, Cisco ISR routers, Cisco Small Business Switches and Cisco ASA firewalls. Site to Site and Point to Site VPN tunnels. (Desired experience)
- Providing technical support for Microsoft Cloud and On-Prem technologies: Windows Desktop, Windows Server, Microsoft Exchange, Intune, RDS Servers, Azure AD, Exchange Online and Domain Controllers.
- Providing technical support on extended MS cloud stack, SharePoint, OneDrive, Auto Pilot and Compliance & Security. (Beneficial experience)
- Providing technical support for other cloud-based applications, such as G-Suite Egnyte and Box.
- Providing technical support for 3rd party applications such as Sage Salesforce and SAP. For these applications, the engineer should be logging cases with the vendor on behalf of the client / user and keeping them in the loop on the progress.
- Extensive knowledge on Office 365 and Microsoft Defender for Endpoint
- Apt skills in Intune and automation
- Mimecast knowledge and support
- Dealing with 3rd party and vendors to help resolve client related issues/outages
- Prompt and accurate updating of cases after carrying out work.
- Communication with customers as needed: keeping them informed of incident progress, letting them know of impending changes or agreed outages, etc.
- Assisting the team with any technical/ process driven guidance that is required
Job Duties
- Dealing with cases passed over / escalated from the escalation engineers.
- Handling Major Incidents, keeping communications clear and open and completing the RFOs. Where relevant, having “lessons learned sessions” and ensuring we proactively look to prevent similar issues occurring.
- Dealing with support requests assigned by the Team Leader.
- Running internal training sessions to upskill all levels of the support team.
- Being on the weekly rota for OOH escalations.
- Completing RFCs (reason for change) for clients that have change management enabled.
- Handling tasks assigned by team lead and occasionally assisting in communications to clients
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