Systems Engineer

Brennan. Where true performance thrives.

At Brennan, we believe that how technology is delivered is every bit as important as what the technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

It's a claim backed by our True Performance System – a way of working engineered to get us closer, and deliver better, for our customers and their actual experience of technology.

Why join Brennan

True performance for our customers starts with a true belief in our people.

It's why we've structured our business to help our teams, and their talents, shine bright. It's why we've created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it's why we've built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

Job Details here

The Role:

• Provide excellent customer service to all clients contacting the Service Desk.
• Act as the first point of contact for clients seeking technical assistance.
• Deliver comprehensive technical support to resolve client issues effectively.

Role Responsibilities:

• Excellent customer service skills with a strong desire to deliver an outstanding outcome to the customer.
• Strong oral, active listening and written communication skills with the ability to communicate effectively over the phone, by live chat or by email.
• Ability to effectively interpret and transcribe customer issues and requests, responding promptly and appropriately.
• Ability to multitask, maintaining communication with a customer whilst
  
  simultaneously troubleshooting or updating a ticket.
• Strong organizational skills with the ability to follow instructions, policies and procedures.
• Proven time management and prioritization skills to maximize productivity.
• Ability to solicit customer feedback and use the information to improve
  
  customer service.
• Experience of troubleshooting technical support issues in a dynamic IT
  
  environment.
• Excellent attention to detail, particularly when logging and handling tickets.
• Demonstrable accountability and ownership of customer tickets and see them through to completion.
• Able to follow the Incident assessment and resolution process as defined in Brennan procedures.
• Ability to work autonomously and collaboratively in the interest of positive client outcomes.
• Customer-oriented with ability to empathies.
• Dogged approach to technical troubleshooting, exploring multiple roots where necessary.
• Enjoy working in a team environment.
• Able to work under pressure, showing resilience and patience when dealing with difficult situations.
• Ensure Ticket management in ServiceNow (or other applicable Case Mgmt. tool) is done according to agreed standards and processes
  
  o Correct and accurate case classification and triaging.
  
  o Accurate and Productive time capture and utilization.
  
  o Follow agreed processes for escalation.
• Ad-Hoc/On-Call and afterhours support
  
  o Seamless functioning of the Clients' systems during afterhours support.
  
  o Ensure accurate/documented escalation and triaging processes are followed to ensure Afterhours operations are as Business As Usual.
  
  o Manage and support multiple client environments while prioritizing requests and ensuring timely escalations following agreed processes.
• Organizational Compliance/Procedural adherence
  
  o Ensure all core applications used by customers are documented and kept up to date in Biki regarding their dependencies, escalations, and ownership.
  
  o Maintain phone etiquette as per Brennan soft skills standards.
  
  o Be punctual to the assigned roster and maintain a healthy attendance.
  
  o Be conversant with Brennan and ITIL processes and frameworks and ensure tasks performed by engineers comply with them.

Key Competencies and Qualifications Required:

• Tertiary qualifications (Degree or Diploma) in a related IT discipline.
• A desirable knowledge of ITIL best practices.
• A Microsoft certification such as AZ900, MS900.
• 3-5 years of experience in similar capacity.
• Experience in working with Desktop Operating Systems windows 10 / 11, MAC/Linux.
• Experience in working with Windows Servers, Active Directory, DNS, DHCP.
• Experience in working with M365 Admin Center.
• Experience in working with virtualization technologies (CITRIX / VMWare / Hyper-V)
• Experience in handling Intune and Azure.
• Experience in troubleshooting laptop and desktop hardware.
• Experience in handling antivirus alert management. E.g Sophos, Sentinel one, Crowd strike etc.
• Experience in troubleshooting print servers and print queue related issues.
• Experience in configuring Apple, Windows, and Android phones.
• A desirable knowledge of ITIL best practices.

Brennan is an equal opportunity employer.