Job Description
About the Role
As a 3rd Line Support Engineer, you will be the escalation point for customers’ technical issues in our fast-paced and vibrant organisation. You’ll be investigating challenging problems, diving deep into tickets to help resolve our customers’ queries. With exposure to our impressive portfolio of IT products and services, this role offers opportunities to drive forward your knowledge and progression.
Key Responsibilities
- Providing remote support via tickets raised to resolve customer issues
- Acting as an escalation point for 1st & 2nd Line Engineers
- Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access
- Overseeing remote monitoring escalation tickets
- Researching and identifying solutions to complex software and hardware issues
- Providing in-depth understanding of virtualised solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls
- Prioritising and managing several open tickets at one time, monitoring responses and any upcoming SLA events
- Following up with clients to ensure their IT systems are fully functional after troubleshooting
- Ensuring customer processes and documentation are kept up to date
- Mentoring and providing guidance to other team members
- Staying current with emerging technologies and industry best practices to continually improve the IT environments
Requirements
- A minimum of 5 years’ experience in an IT Service environment
- High-level technical experience gained in a hands-on-role
- Excellent verbal & written English
- Robust influencing and interpersonal skills with the ability to communicate at all levels
- Ability to prioritise and handle multiple assignments at any given time
- Be flexible and able to commit the time required to get the job done in line with business needs
- Highly organised with excellent time management skills and attention to detail
Qualifications
- A diploma or degree in Information Technology, Computer Science, or a related field (NOT MENTIONED IN ORIGINAL)
Salary & Benefits
- NOT MENTIONED IN ORIGINAL
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Cape Town Region
The IT and computing industry in the Cape Town region is generally thriving, with a strong demand for skilled professionals in fields such as software development, data analytics, and cybersecurity. Typically, these roles are found across various sectors, including technology, finance, healthcare, and education. As a result, career opportunities in this field are often diverse and abundant.
In terms of salary ranges, it’s common to find IT and computing professionals earning between R400 000 to R1 200 000 per annum, depending on factors such as experience, company size, and industry sector. However, please note that these figures are broad estimates and may vary significantly based on individual circumstances. For instance, senior roles or those in larger companies tend to command higher salaries, while entry-level positions may be lower.
Common skills required for IT and computing roles include proficiency in programming languages such as Java, Python, or C++, experience with software development methodologies like Agile or Scrum, knowledge of data structures and algorithms, and familiarity with cloud computing platforms. Additionally, many employers also value skills such as data analysis, problem-solving, and communication.
The technology industry is a significant sector that employs IT professionals in Cape Town, followed by the financial services and manufacturing sectors. Other industries that commonly require these roles include education, healthcare, and government.
For those looking to advance their careers in IT and computing, there are various opportunities for professional development. Typically, this involves obtaining relevant certifications, such as CompTIA or Cisco, and staying up-to-date with industry trends through online courses or workshops. Many employers also provide training and mentorship programs to support employee growth. With experience and continuous learning, it’s possible to move into senior roles or specialise in a particular area of expertise.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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