Careers at netconfig

Vacancy Reference Number: AUG2024MWDEL1

Position: Remote Support Engineer Level 1
Department: Technical
Location: 28 Essex Terrace, Westville, Durban
Reports to: Reactive Support Manager
Job Type: Full-time/Permanent
Salary: Based on Experience

Job Summary:
The Modern Workplace Desktop Engineer Level 1 is responsible for providing first-level technical support for desktop systems and Microsoft software applications. This role involves troubleshooting hardware and software issues, installing and configuring desktop environments, and assisting end-users with day-to-day technical challenges. The Level 1 Desktop Engineer is the front-line support, ensuring that all user issues are promptly addressed and resolved. The Desktop engineer is responsible for assisting users to maximise the Microsoft 365 tools and increase user productivity.

Key Responsibilities:

1. First-Level Technical Support:

• Provide initial diagnosis and resolution for desktop-related issues, including operating system, hardware, software, and peripheral devices.
• Respond to service requests and incidents via phone, email, or ticketing system.
• Assist with basic networking issues related to desktops, such as connectivity problems and IP configuration.

2. Desktop Setup and Configuration:

• Install, configure, and maintain Windows desktop environments, including operating system updates and software installations.
• Set up and configure new user accounts, profiles, and permissions.
• Ensure that desktop systems are secure and compliant with organizational policies.

3. Incident Management:

• Log and document all support activities, issues, and resolutions in the ticketing system.
• Escalate unresolved or complex issues to Level 2 or specialized teams as required.
• Follow up with users to ensure issues are fully resolved and users are satisfied.

4. User Training and Assistance:

• Provide basic training and guidance to end-users on the use of Microsoft applications and desktop features.
• Assist users with troubleshooting common issues related to Microsoft Office applications, email, and other productivity tools.

5. System Maintenance:

• Perform routine maintenance tasks on desktops, including updates, backups, and antivirus scans.
• Monitor and manage desktop performance, ensuring optimal operation.
• Participate in the deployment and rollout of software updates and patches.

6. Inventory and Asset Management:

• Assist in tracking and managing IT assets, including desktop hardware, software licenses, and peripherals.
• Help maintain accurate records of desktop equipment and software.

7. Collaboration and Communication:

• Work closely with other IT team members to provide cohesive support across all IT systems.
• Communicate effectively with end-users to understand their issues and provide clear instructions.

8. Qualifications:

• Education: Matric, Completing a Diploma/Degree in Network Engineering.

9. Certifications:

• CompTIA A+ & Network+ Certified or equivalent preferred.
• Microsoft Certified: Modern Desktop Administrator Associate is a plus.

10. Experience:

• 1-2 years of experience in desktop support or a similar role. (Windows & MacOs)
• Familiarity with Microsoft Windows operating systems and Microsoft 365 applications.
• Understanding of networking concepts.

11. Skills:

• Strong problem-solving and troubleshooting abilities.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a team.
• Attention to detail and strong organizational skills.

12. Working Conditions:

• Occasional Travel may be required
• Ability to work in a fast-paced environment.
• Occasional after-hours support may be required.

13. Why Join Us?

• Great Company Culture.
• Competitive salary and benefits package.
• Opportunities for professional development and growth.
• Collaborative and supportive work environment.
• Hands-on experience with the latest Microsoft technologies.
• Working with Experienced Engineers as Mentors 

Vacancy Reference Number: AUG2024MWSL2

Position: Remote Support Engineer Level 2 
Department: Technical 
Location: 28 Essex Terrace, Westville, Durban 
Reports to: Reactive Support Manager
Job Type: Full-time / Permanent 
Salary: Based on Experience 

Job Summary: 
The Modern Workplace Support Engineer Level 2 is responsible for providing advanced technical support for Microsoft products and services, including but not limited to Windows Server, Microsoft 365, Active Directory, Azure, and other related technologies. The role involves troubleshooting complex issues, assisting Level 1 support staff, and ensuring the stability and performance of Microsoft-based systems. 

Key Responsibilities: 

1. Advanced Technical Support: 

• Diagnose and resolve complex technical issues related to Microsoft products (e.g., Windows Server, Office 365, Active Directory, Azure). 

• Provide advanced support for networking, server management, and application-related issues. 

• Assist with the deployment, configuration, and maintenance of Microsoft software and services. 

2. Incident Management: 

• Manage and prioritize incidents and service requests within SLAs. 

• Document issues and resolutions in the ticketing system. 

• Escalate unresolved issues to Level 3 support or specialized teams as needed.

3. System Maintenance and Optimization: 

• Monitor the health and performance of Microsoft environments, including servers and cloud services. 

• Implement best practices for security, backup, and recovery. 

• Participate in patch management and software updates.

4. Collaboration and Mentorship: 

• Work closely with Level 1 support engineers to provide guidance and knowledge transfer. 

• Collaborate with other IT teams to ensure seamless integration and support of IT systems.
• Provide training sessions and workshops for users and junior team members.

   

5. Project Participation: 

• Assist in IT projects, such as system upgrades, migrations, and new deployments. 

• Provide input on planning, testing, and implementation of new Microsoft technologies. 

• Ensure project tasks are completed on time and within scope.

6. Documentation and Reporting: 

• Maintain and update technical documentation, including user guides and support procedures. 

• Generate reports on system performance, support metrics, and incident trends. 

• Communicate findings and recommendations to management.

7. Qualifications: 

• Education: Microsoft 365, Microsoft Azure Certifications, or a related field (or equivalent experience).

   

• Certifications: 

• Microsoft Certified: Windows Server, Azure Administrator, or equivalent certifications. 

• ITIL Foundation certification is a plus.
   

• Experience: 

• 3-5 years of experience in IT support or systems administration. 

• Proven experience with Microsoft technologies (Windows Server, Office 365, Active Directory, Azure). 

• Strong knowledge of networking principles, virtualization, and cloud computing.
   

• Skills: 

• Excellent problem-solving and analytical skills. 

• Strong communication and interpersonal abilities. 

• Ability to work independently and as part of a team. 

• Proficiency with PowerShell and other scripting tools is a plus. 

• Previous experience with RMM and Ticketing Tools

8. Working Conditions: 

• May require after-hours or on-call support. 

• Ability to work in a fast-paced environment. 

• Occasional travel may be required.

9. Why Join Us? 

• Great Company Culture 

• Competitive salary and benefits package. 

• Opportunities for professional development and growth. 

• Collaborative and supportive work environment. 

• Access to the latest Microsoft technologies and training resources. 

• Working with Experienced Engineers as Mentors 

Vacancy Reference Number: AUG2024MWFSE1 

Position: Field Support Engineer Level 2 
Department: Technical 
Location: 28 Essex Terrace, Westville, Durban 
Reports to: Reactive Support Manager 
Job Type: Full-time/Permanent 
Salary: Based on Experience 

Job Summary: 

The Field Services Support Engineer is responsible for providing on-site technical support, troubleshooting, and maintenance for a wide range of IT systems and hardware. This role involves traveling to client locations to resolve issues, perform installations, and ensure the smooth operation of IT infrastructure. The Field Services Support Engineer plays a critical role in delivering timely and effective support to ensure minimal disruption to business operations. 

Key Responsibilities: 

1. On-Site Technical Support: 

• Provide on-site support for hardware and software issues, including desktops, laptops, printers, networking equipment, and peripherals. 

• Diagnose and troubleshoot technical problems, resolving them promptly to minimize downtime. 

• Perform hardware installations, upgrades, and repairs as needed. 

2. IT Infrastructure Maintenance: 

 Maintain and support IT infrastructure at various Customer locations, including servers, network devices, and telecommunication systems. 

• Ensure that all equipment is properly configured and functioning according to company standards. 

• Conduct regular maintenance and health checks on IT systems to prevent issues. 
  
  

3. User Support and Training: 

•  Assist end-users with technical issues, providing guidance and training where necessary. 
• Ensure users are familiar with and able to effectively use the technology provided. 

• Communicate complex technical concepts in a clear and understandable manner. 

4. Incident and Problem Management: 

• Record, manage, and resolve service requests and incidents through the ticketing system. 
• Escalate unresolved issues to higher-level support teams when necessary. 

• Follow up on tickets to ensure issues are fully resolved and customer satisfaction is achieved. 

• Manage Escalations from the Remote Support Team 

5. Deployment and Rollout: 

• Participate in the deployment of new hardware, software, and IT solutions to various locations. 
• Coordinate with other IT teams to ensure smooth deployment and integration of new systems. 

• Conduct site surveys and assessments to prepare for IT installations and upgrades. 

6. Documentation and Reporting:  

• Maintain accurate records of on-site visits, including issues encountered, solutions provided, and equipment installed. 

• Update and maintain technical documentation, including network diagrams, hardware inventories, and user guides. 

• Provide regular reports to management on field service activities, including performance metrics and recommendations. 

7. Collaboration and Communication: 

• Work closely with the Remote IT support team, sharing knowledge and providing feedback from the field. 
• Liaise with vendors and third-party service providers for hardware repairs, replacements, and installations. 

• Communicate effectively with clients and stakeholders to understand their needs and provide timely solutions. 

8. Qualifications: 

• Education: Matric, working towards a Diploma or Degree in IT  

• Certifications:  

• CompTIA A+, Network+, or similar certifications. 

• Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365, Azure, certifications  

9. Experience:  

• 2-4 years of experience in IT support, with at least 1 year in a field service role. 

• Strong knowledge of IT hardware, software, and networking principles. 

• Experience with Windows/MacOS operating systems, Microsoft 365, and networking. 

10. Skills: 

• Excellent problem-solving and troubleshooting abilities. 
• Strong customer service orientation with excellent communication skills. 

• Ability to work independently and manage multiple tasks and locations. 

• Proficiency with remote support tools and mobile device management. 

11. Working Conditions: 

• Requires regular travel to various sites, often with short notice. 

• May involve lifting and transporting IT equipment. 

• Ability to work in a variety of environments, including offices, warehouses, and remote locations. 

• May require on-call support and flexibility to work outside of regular business hours. 
  
  

12. Why Join Us? 

• Great Company Culture 

• Competitive salary and benefits package. 

• Opportunity to work with a diverse range of technologies and environments. 

• Professional development and training opportunities. 

• Collaborative and dynamic work culture. 

• Working with Experienced Engineers as Mentors