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Job description

Advanced IT Support Engineer - SA

Scaled Inc is a US based firm supporting Managed Service Providers (MSP’s) throughout North America. We have excellent, well-paying, full-time opportunities with growing MSP’s.

The Advanced IT Support Engineer is responsible for the resolution of escalated technical issues in Service. The Advanced IT Support Engineer spends time resolving tickets and training team members to support our client base to provide our clients with outstanding service.

The Advanced IT Support Engineer routinely spends much of their time resolving tickets that other engineers could not resolve for existing clients. Most tickets that are reactive service issues will be resolved here. Communication skills with internal staff and clients are necessary along with strong analytical, strategic, and problem-solving skills.

The Advanced IT Support Engineer position should have a senior level of knowledge. They should have experience with Azure, WVD/RDS/Terminal Services, Networking, O365, and MS cloud technologies. They should be able to strategically develop these and understand other legacy MS solutions. You should have minimum 5 years’ experience in this role and possess advanced certifications.

Key Responsibilities:

• Being the “go to person” for a technical staff. Able to troubleshoot all advanced cases. Prior experience will be required.
• Be able to setup & manage servers start to finish
• Initial problem diagnosis of the case as well as next-steps
• Identify and discuss root cause of user technical issues
• Work together efficiently with onsite technicians to correctly diagnose and troubleshoot issues
• Update technical support documentation when required
• The working hours for this role is 18:00 - 03:00 SAST as it will be supporting a customer base in the USA, this will also be subject to operational requirements

Expectations:

Level 3/4 – Escalation & Senior IT Engineer

You will be expected to have the following experience (a majority of these at a minimum):

• Enterprise level Infrastructure design and deployment experience
• GPO and Advanced Active Directory experience
• Advanced Powershell experience
• Advanced Backup and Disaster Recovery Experience
• NAS solution experience
• Security Infrastructure deployment and management
• Advanced Email and Enterprise collaboration solution experience
• Enterprise-level VDI and Hypervisor experience
• Advanced Enterprise Wireless solution experience
• IPV6 Deployment experience

Certifications (expectation of at least several):

• MCSE Certification
• Cisco or HP advanced Certifications
• Azure Certified
• VMWare Certified
• Cyber Security Certifications (SANS, GIAC, etc)
• Security Infrastructure Certifications (Fortinet, Cisco, Meraki, PaloAlto, Juniper, F5, VMWare)
• Security Management Certifications (Splunk, Arctic Wolf, Tenable)
• ITIL Certification or other similar governance model certifications

Advanced IT Support Engineer - SA

Job Types: Full-time, Permanent

Experience:

• Technical Support: 5 years (Required)

Language:

• English (Required)

Shift availability:

• Night Shift (Required)