Senior Technical Support Engineer (OneMSP)

Senior IT Technical Support Specialist

Location: South Africa and USA (New York/New Jersey/Maine)

Model: Remote

Job Overview

• Support end-users and assist with escalations. Manage VIP support and ensure procedures are followed.
• Manage the network and IT infrastructure.
• Implementation of ISO 27002 controls and management of the ISO 27001 ISMS.
• Manage and mentor IT consultants in the Internal IT team.
• Plan and manage IT projects.
• Report on service metrics.

Responsibilities and Duties

•  VM Server Management via MS Hyper-V & Failover Clustering
•   Management of DELL Storage SAN & VRTX
•  DELL Hardware Support Servers /Notebooks /Desktops
•  Backup Management ArcServe & StorVault (E-Vault), Veeam.
•  LAN Management Cabling and switching (DELL)
•  WAN Management FireWALL (SonicWALL & FortiGate)
•  Configure and maintain wireless technologies (Ruckus)
•  3rd Party Software Support (Quotewerks, GP etc.)
•  Certified on Microsoft 365 Suite /Azure Administration & Management
•  Secure Baseline setup of Workstation / Servers
• N-Central Network Monitoring Suite Remote Assistance, Patch & AV Management of Workstations & Servers
• Intune management and device enrolment
• Ensuring network devices and servers are patched
• Mimecast Email Filtering service management
• TP /VC Equipment (Boardroom) Management /Administration
• End User Information Security Training (KnowBe4)
•  Incident management, problem management, resolving service requests, and applying change management where necessary
•  CCNA and relevant Security certification will be advantageous

Key Skills

• Strong planning, organizing, and monitoring abilities
• Able to interact with staff at all levels of the organization /clients and from diverse backgrounds, manage VIP clients
• Service Desk Management skills and leadership /mentoring capabilities
•  Attention to detail, organization, and client operations.
•  Strong customer focus and experience in recognizing business needs and solutions
• Robust communication
•  Troubleshooting and problem solving
•   Strong documentation skills
•  Ability to work without supervision