Western Cape: Reactive Engineer posted by Signa Opportunity

About the Role

Reactive Engineers provide first and second-line technical support across multiple client environments, addressing incidents that cannot be resolved by the Service Desk.

Key Responsibilities

• Provide remote and onsite support to multiple clients as incidents are assigned.
• Respond to escalations from the Service Desk when issues exceed first-line capabilities.
• Troubleshoot hardware failures, network issues, and system outages across client sites.
• Maintain flexibility to support a wide range of environments and technologies across diverse industries.
• Adhere strictly to the daily scheduled calendar; request and update changes as needed.
• Escalate issues beyond scope or responsibility to the appropriate team or senior resource.
• Communicate all changes and updates to clients during maintenance or troubleshooting.

Project Involvement

• Office 365 tenant and mailbox migrations.
• New user setups and onboarding across various systems.
• Server installations, network upgrades, and cloud service configurations.
• Participate in project planning and implementation phases as required.

Cross-Site Support

• Manage incidents across multiple client sites without being assigned to a specific SLA client.
• Adapt quickly to a variety of technologies and industry verticals.

Field Engineer Stand-In

• Serve as a stand-in for onsite Field Engineers during periods of leave / absence.
• Ensure continuity of service and minimal disruption at client sites.

Skills Development

• Participate in Workplace Skills Plan (WSP) initiatives to pursue further studies and certifications.
• Maintain compliance for working on specific technologies (e.g., Microsoft tenants, cloud platforms) by achieving required certifications.

Ticket Management & Site Documentation

• Accurately update and manage ticket information.
• Contribute to site documentation by recording changes and updates during support tasks.
• Liaise with third-party vendors for hardware repairs and warranty claims.
• Assist internal teams with hardware repairs, upgrades, and testing in the workshop.
• Use the Daily Check-In System to log location when leaving company premises, enabling efficient dispatching.
• Maintain a reliable smartphone compatible with company software; remain reachable during working hours.
• Be available to travel to client sites at short notice; public transport is not acceptable due to the handling of valuable company stock.
• Uphold strict confidentiality when working with client data, systems, and credentials.
• Represent company values and service standards through professional communication and conduct at all client sites.

Minimum Requirements

• South African Unemployed youth between the ages of 18 and 34.
• Must not have participated on the YES programme before.
• Matric.
• CompTIA A+ and Network+ certifications (or currently studying towards completion).
• Willingness to complete additional certifications as required (e.g., Microsoft 365 Fundamentals, basic networking).
• Valid driver’s licence.

Key Performance Areas

• Rapid incident response and resolution across multiple client environments.
• Accurate and thorough documentation of all actions taken.
• Active contribution to successful project delivery.
• Commitment to continuous learning and certification.
• Consistently high levels of client satisfaction.

Working conditions

• Overtime may be required upon reasonable request by the direct line manager.
• Travel to client sites and suppliers as per SLA schedule.
• Ability to work independently and collaboratively within a team.
• Follow instructions from the assigned Team Leader, Line Manager, and other senior staff.