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customer support engineer

Role Purpose

The IT Customer Support Engineer is responsible for timeously addressing escalated and high priority tickets assigned to a high quality standard.

Key Focus Areas

Team Play

  • Proactively shares knowledge within the team
  • Supports fellow team members to ensure the team succeeds collectively

Service Delivery

  • Progressing requests assigned to you timeously and in line with internal Service Delivery Processes.
  • Complete and resolve requests while ensuring a positive customer experience within agreed Service Level Objectives (SLO) through:
  • Maintaining technical and security standards of customers’ IT infrastructure in line with best practise as well as internal standards and procedures.
  • Ensuring proactive, concise and professional communication to keep the stakeholder (internal and external) updated on progress, actions taken, next steps and expectations
  • Ensure punctual commencement of remote and onsite scheduled engagements
  • Maintain internal technical and procedural documentation standards

Qualifications and Experience

  • MCSE/MCSA (Minimum 2012)
  • Minimum 5 years’ experience in IT Customer Service environment
  • Minimum 5 years’ Infrastructure experience in an IT services company
  • Technologies:
    • Advanced DC facilities
    • Advanced Networking experience
    • Advanced Microsoft Server infrastructure experience
    • Advanced Exchange and Office 365 experience
    • Advanced experience with Server Backup technologies
    • Advanced experience working with Infrastructure management tools
  • Other:
    • Own transport and valid Driver’s license
    • Ability to work after hours
    • Ability to work stand by


Talentank works at the leading edge of the industry. We are forward thinkers who keep our fingers on the pulse. Our purpose is to enable businesses shapeshift to stay relevant to their talent base through our Talent Sourcing and Talent Management Services. Further, we empower those who hold the talent to find careers they love.

Contact Us

+27 21 7410 520


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