SEIDOR Networks - L1 Support Engineer (Remote)

at  Seidor

ABOUT SEIDOR NETWORKS

Founded in 1996, SEIDOR Networks is a Managed Services Provider (MSP) offering Cloud, Cybersecurity and Networking services.
SEIDOR Networks is a rapidly growing business servicing Cloud and Managed Services customers across the globe.
We employ ambitious, motivated people who have a desire to grow personally and professionally in a short period of time. We have an excellent track record of employee retention, achieved through continually challenging ambitious, motivated and talented people who are willing to skill-up and grow within the business.
Our employees are our biggest asset, and we’re looking for natural problem solvers who can think out of the box and push the boundaries.

POSITION DESCRIPTION

We are looking for a Remote First Level Support Engineer to join a dynamic IT Managed Services team.
This is the perfect role for a self-motivated individual with a naturally technical enquiring mind with industry-relevant experience and the ability to work in a process-driven environment.
At first, the successful candidate will be supporting local and International customers, performing standby and critical after-hours maintenance. He/she will be working from 09:00 to 18:00 in the Eastern Standard Time (EST GMT-5) and Eastern Daylight Time (EDT GMT-4, second Sunday in March to the first Sunday in November) time zones, depending on the time of year. This translates to GMT+2 working hours of 15:00 to 00:00 (EST) and 16:00 to 01:00 (EDT), Monday to Friday.
As the first line of support, he/she will be responsible for providing first line remote technical support in a professional manner.
He/she will be responsible for incident and task resolution logged by customers, within predetermined SLA times.
He/she will be working in the Managed Services team, responsible for managing customer service levels by providing support to meet SLA response and fix times.
He/she will start by working in a structured manner with the opportunity of getting involved in many different technologies once he/she gains the experience to become more integrated into the various teams.

ESSENTIAL TECHNICAL KNOWLEDGE AND/OR EXPERIENCE:

• A+ / N+
• Work experience in the IT industry
• DHCP and DNS
• Minimum 2-years Microsoft Windows Desktop Operating System experience
• Microsoft Office 365 technical work experience

ADVANTAGEOUS CERTIFICATIONS, KNOWLEDGE, AND EXPERIENCE:

• Tertiary qualification in Information Technologies and/or computer sciences
• ITIL Foundation
• N-Able RMM
• ConnectWise PSA

ROLE REQUIREMENTS

• Matric certificate
• Minimum 2-years industry-relevant work experience with customer-facing and/or telephonic support
• Must have a reliable home uncapped Internet connection with a minimum of 10Mbps download/upload speed to work remotely
• The position requires the candidate to work remotely from home
• Candidate will need to attend regular internal training sessions and meetings
• Must be willing to learn new technologies
• Must be willing to complete predetermined certifications at regular intervals

KEY RESPONSIBILITIES

• Customer satisfaction through professional communication
• Provide endpoint support
• Maintaining tickets comms and timesheets