Onsite Desktop Engineer L2 - Sandton

Role and Responsibilities Have a senior level of experience and understanding in the following services:

• Microsoft Windows for Endpoints
• Microsoft Office
• Microsoft Office 365 Suite
• Desktop and Laptop hardware fundamentals

Have a mid-level of experience and understanding in the following services:

• Mimecast
• Anti-Virus / EDR Agents
• Microsoft Active Directory On-Premise

Have an entry-level experience and understanding in the following services:

• Microsoft Group Policy
• Microsoft Azure Active Directory
• Network - Firewall, Switches, Access Points, Routers and Controllers
• Network - WAN and LAN fundamentals
• Third-Party Applications (Not Limited To) - Exclaimer, Code 2, Sage, M-Files

Have the ability to perform the following functions:

• Be a technical escalation point to resolve incidents which lower tiered Engineers are unable to
• Be a mentor to lower tiered Engineers
• Ability to write Work Instructions and Standard Operating Procedures for common tasks
• Work within a Service Desk ticketing application and ensure that tickets assigned to you are communicated on and resolved with SLA
• Assist Operations Managers with technical queries when needed
• Be willing to work unscheduled overtime if required

Onsite responsibilities

• Act as the onsite point of contact for IT enquiries, troubleshooting and operational coordination; facilitate support at other sites and provide Level 1 infrastructure troubleshooting with remote specialists.
• Provide business-hours assistance with all end-user and endpoint support, onsite and remotely through N-able Remote Monitoring and Management (RMM), with remote-team escalation and overflow support.
• Record and own incidents and service requests in Halo PSA; maintain diagnostic notes, user updates and resolution evidence, coordinate specialist escalations and hand over open work for remote backfill or leave cover.
• Provide break-fix and administrative support for Windows operating systems and Microsoft 365 desktop applications, including approved application installation and configuration.
• Provide VIP assistance for personal and mobile devices, meeting rooms and related equipment; perform Level 1 troubleshooting and coordinate remote-team and vendor support using agreed VIP escalation and communication procedures.
• Troubleshoot printers at endpoint level (drivers, print queues and spoolers) and device level (paper jams, toner and basic repairs); log and follow up vendor support calls.
• Manage day-to-day vendor coordination for IT incidents, requests and deliveries: log and escalate cases with OEMs and third-party providers, coordinate attendance and repairs, follow up to resolution and keep users and support teams informed under customer-maintained support and warranty agreements.
• Maintain an inventory of discoverable endpoints, validate device details and update existing asset registers while onsite, including additions, moves and removals.
• Monitor endpoint hardware and operating-system health, investigate alerts and coordinate corrective action with the remote team.
• Perform endpoint maintenance, including Microsoft and third-party patch management, feature updates and build updates, facilitated by N-able RMM. This may include on-demand and scheduled remediation reported
• Perform endpoint patch management using the remote team’s tooling or the customer’s subscribed tooling where enabled. Deploy approved Windows and supported third-party patches, verify installation, retry failures and track exceptions.
• Support the designated cybersecurity officers, including the cybersecurity officer, with end-user and endpoint compliance requirements, vulnerability-remediation checks and approved remediation within capacity. Engage the remote team to assist with remediation or scope projects where required.
• Maintain endpoint patch and remediation evidence, support compliance tracking and route endpoint security alerts to the remote security team through agreed escalation procedures.
• Deliver approved minor end-user and endpoint projects, including small user moves, operating-system upgrades and endpoint encryption, with remote-team assistance and agreed change approvals.
• Develop and maintain all documentation for end users, endpoints and endpoint client business application installations, including standard operating procedures, installation guides and troubleshooting guides.

Qualifications and Education Requirements

• Grade 12 - Required
• A+ and N+ - Required
• Microsoft 365 Certified: Endpoint Administrator Associate - Beneficial
• Bachelor’s Degree in Computer Science or Information Technology Diploma - Beneficial

Preferred Skills

• Excellent verbal communication
• Excellent written communication by following email etiquette best practice
• Ability to work independently and unsupervised
• Ability to work in a multi-tenanted environment
• Ability to work with other Business Units and Vendors with the primary goal being providing exceptional service to the customer
• Interest in wanting to keep abreast of technology in the IT industry
• Interest in wanting to keep obtained certifications updated and willing to certify in new technologies in accordance with the business strategy and personal roadmap
• 5+ years of experience in a similar technical role