Senior Support Engineer

About Reflex

Reflex Solutions, founded in 2000 in South Africa, is a leader in providing seamless Information and Communication Technology (ICT) solutions. With a focus on building and managing the technological backbone that powers businesses, Reflex Solutions offers high-value, end-to-end ICT solutions that are critical for the development and growth of companies. The company boasts vast in-house experience in networking and IP telephony and controls its service levels and pricing by owning its core fibre network and Tier III data centre.

About the role

The role of the Senior Support Engineer is to provide Tier 3 support and maintenance on all the systems and services we provide. The Senior Support Engineer will be required to go to client sites from time to time and/or be based at a client site for a period.

Senior Support Engineers provide IT end-user support on various components of an IT environment, including but not limited to, hardware support, software support and network support. Being the first point of contact for clients, the Senior Support Engineer is expected to be professional, helpful and to aid with a sense of urgency, regardless of the level of incident. The role aims to exceed the client’s expectations in dealing with any incidents or service requests.

The Senior Support Engineer must have good technical knowledge and be able to communicate effectively, and professionally to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients. The goal is to create value for clients that will help preserve the company’s reputation and assure business growth.

Key duties and responsibilities:

• Customer Support
  
  
  
  • Deliver exceptional service to internal and external clients, being the face of Reflex.
  
  
  • Respond to clients within SLA.
  
  
  • Provide regular updates to clients with regards to incident updates.
  
  
  • Provide Apple Technology Support.
  
  
  • Provide Support & Maintenance of Hardware & Software.
  
  
  • Provide advanced support on Microsoft Server, Microsoft 365 and Linux environments.
  
  
  • Provide technical advice to the business and customers on infrastructure and solution design.
  
  
  • Ensure that issues are resolved in line with Reflex’s processes and policies.
  
  
  • Provide guidance and training to client personnel, empowering the users to help themselves.
  
  
  
  

• Ticket Management
  
  
  
  • Prioritize own tasks projects and tickets.
  
  
  • Analyze issues and develop resolutions in a timely fashion.
  
  
  • Track and manage your work record via regular time and ticket/ task time entries.
  
  
  
  

• Documentation
  
  
  
  • Document and Maintain Customer Technical Procedures.
  
  
  • Complete and file checklists timeously.
  
  
  • Track and manage your work record via regular time and ticket/ task time entries.
  
  
  • Contribute to the knowledge base by documenting common issues and solutions.
  
  
  • Maintain accurate records of support activities and resolutions.
  
  
  
  

• Collaboration
  
  
  
  • Establish a relationship with IT Manager.
  
  
  • Communicate effectively with both technical and non-technical stakeholders.
  
  
  • Escalate any ongoing, unresolved, or business-critical problems to your Technical Operations Manager in a timely fashion.
  
  
  • Identify and suggest possible improvements on procedures or systems to your Technical Operations Manager.
  
  
  
  

• Training and Development
  
  
  
  • Stay updated on relevant, modern technologies, industry trends and Reflex Standard Operating Procedures (SOP).
  
  
  • Participate in training sessions to enhance technical skills.
  
  
  
  

Education, Experience and Skills:

• Required Education:
  
  
  
  • Grade 12
  
  
  • BSc (NQF 7) Information Technology, Computer Science, or a related field.
  
  
  • CompTIA:
    
    
    
    • A+
    
    
    • Network +
    
    
    • Security +
    
    
    • Server +
    
    
    
    
  
  
  • Microsoft:
    
    
    
    • AMCSE
    
    
    • MS-102
    
    
    • AZ-104
    
    
    • AZ-140
    
    
    • SC-300
    
    
    
    
  
  
  • Linux
    
    
    
    • LPIC Linux Essentials Entry Level Certificate.
    
    
    • LPIC-1 Linux Administrator Certification.
    
    
    • LPIC-2 Linux Engineer Certification.
    
    
    
    
  
  
  • Apple
    
    
    
    • Apple Certified Support Professional
    
    
    
    
  
  
  • VMWare
    
    
    
    • VCAP-DCV
    
    
    
    
  
  
  • Beneficial Education
    
    
    
    • BSc Honors (NQF 8) Information Technology, Computer Science, or a related field.
    
    
    • VMWare
      
      
      
      • VCDX-DCV
      
      
      • VCP-SEC
      
      
      • VCAP-NV
      
      
      
      
    
    
    • Microsoft:
      
      
      
      • AZ-700, AZ-305,
      
      
      
      
    
    
    • Virtuozzo
      
      
      
      • Virtuozzo Support Associate
      
      
      • VHI Operations Professional
      
      
      • VHI Technical Associate
      
      
      • VHI Technical Expert
      
      
      
      
    
    
    
    
  
  
  
  

• Required Experience minimum 8 years professional experience in a support engineer role (providing advanced support):
  
  
  
  • Windows OS, iOS,
  
  
  • Microsoft Server OS, iOS, Linux
  
  
  • Microsoft 365 Suite
  
  
  • VMWare, Hyper-V
  
  
  • Microsoft Active Directory, DHCP, DNS, WSUS, Remote Desktop Services
  
  
  • PowerShell Scripting
  
  
  • Hardware – Servers, SAN, Laptops, Desktops, Printers, Tablets
  
  
  
  


• Required Skills
  
  
  
  • Experience in automation and scripting
  
  
  • Proven experience in documenting procedures and checklists
  
  
  • Excellent verbal and written communication skills
  
  
  • Ability to work well under pressure and meet tight deadlines
  
  
  • Attention to detail and high level of accuracy
  
  
  • Planning, organizing, and time management skills
  
  
  • Strong analytical and problem-solving skills.
  
  
  • Innovative
  
  
  • A responsible individual who adopts a results drive approach.
  
  
  • Positive attitude and a passion for the role
  
  
  • Team player
  
  
  • A professional appearance and approach
  
  
  
  

• 
  
  
  
  • Own, reliable transport and a valid driver’s license
  
  
  • Willing to Travel Domestically or internationally if and/or when required
  
  
  • Willing to work Overtime when required