Systems Engineer

Cloudbox > Systems Support Engineer Position

Overview

Cloudbox is a global IT managed service provider with a specific focus on the financial services industry.  We provide fully outsourced IT built around best of breed public cloud solutions, ensuring the security and uptime of our customer environments backed up by our fanatical 24×7 support.  This is a dynamic and fast paced environment that needs people that a strong desire to learn and a ‘can do’ attitude

Role Description

The Systems Support Engineer is a key part of the Cloudbox service framework providing end to end management of tickets and service requests reported by the customer. 

• Manage Tickets and Requests
• Receive and record all calls from our customers
• Provide initial assessment of all Tickets, attempt first time resolution, and /or escalation
• Assist with customer onboarding projects and migrations
• Monitor and escalate Tickets according to the customer’s SLA
• Keep users informed on status and progress of their Tickets
• Aid customer retention and satisfaction
• Help to improve efficiency, processes, documentation, and automation.

Technical skills

• Strong knowledge and experience of Office 365 services including Exchange Online, SharePoint, Teams and OneDrive.
• Excellent technical troubleshooting capabilities including Windows OS and applications, email flow and routing, and Office 365 services. MacOS experience a plus.
• Good working knowledge of networks, routing & switching
• Powershell scripting and use for administration

Soft Skills

• Customer focused, with an analytical approach with good questioning & listening skills
• Excellent verbal and written communication skills suitable for an international audience
• A confident team player with a positive can-do attitude
• Fanatical attention to detail
• An ability to learn quickly, and a willingness to study and obtain new certifications and skills (certification will be a KPI of the role)
• Dependable, hardworking and self-motivated.
• Ability to cope with change
• Ownership and accountability

Technical Qualifications

• Current Microsoft Certifications in either MS or AZ tracks.

Experience

5+ years experience in a customer facing IT support role.  Previous MSP experience extremely valuable.

Location

This role is based in South Africa and will be primarily remote/work from home with the occasional requirement to attend customer sites on an ad-hoc basis, and (currently) 2 days per month as team days in shared office locations in either Johannesburg, Pretoria, or Cape Town

Shift Work

The Systems Support Engineer will be expected to work standard 8 hour shifts between the hours of 8am and 2am, Monday to Friday.  Shifts are not fixed but are rotated between available resources to align as best possible to employee’s requirements while ensuring adequate cover for our major supported  time zones globally.  Shifts rotate weekly, and ‘late’ shifts are currently approximately 1 in 8.

Benefits

Cloudbox provide group life, medical aid, and internet benefits as part of the total cost to company package.  A sample payslip will be shared with successful candidates as part of the offer and contract documentation.

Recruitment Process

• CV Assessment
• Online Assessment including technical, personality and specific candidate questions (video required)
• First Interview (online)
• Second Interview (online)
• Offer and Contract, subject to Background checks and vetting

This document describes the principle purpose and main elements of the role. It is a guide to the nature and main duties of the role as they exist currently, but is not intended as a wholly comprehensive or permanent schedule and does not form part of the contract of employment.