2nd line Support Technician

Recruiter:

ICT Engage

Job Ref:

2nd line Support Tec..

Date posted:

Wednesday, August 27, 2025

Location:

Johannesburg, South Africa

Salary:

R20 000 - negotiable based on experience

SUMMARY:
We are seeking a driven and technically skilled 1st and 2nd Line IT Support Technician to join our client''''s dynamic IT team.

POSITION INFO:

The successful candidate will provide frontline and second-level technical support for both internal users and external clients, resolving a wide range of IT issues. This role requires strong knowledge of Windows operating systems, basic networking, and end-user support. Support will be provided remotely and occasionally on-site when required.

Key Responsibilities:

Provide end-user support by responding to and resolving technical queries related to hardware, software, and networking – including desktop/laptop support, printers, and peripherals.
Windows Environment Support: Install, configure, and troubleshoot Windows 10/11 operating systems, user profiles, local and network printers, shared drives, and permissions.
Microsoft 365 Support: Assist with Outlook, Teams, OneDrive, and SharePoint issues, including user setup and license troubleshooting.
Active Directory: Manage user accounts, passwords, and group memberships.
Endpoint Management: Support for desktops, laptops, and mobile devices, including hardware diagnostics and peripheral installations.
Remote and On-site Support: Provide assistance both remotely and occasionally at client sites as required.
Helpdesk Ticketing: Log, update, and resolve support tickets, ensuring proper documentation of all issues and fixes.
Escalation: Escalate unresolved technical issues to higher-tier support or vendors where appropriate.
Client Interaction: Maintain high levels of professionalism and communication with users during support interactions.
Identify and respond to potential cybersecurity risks, including phishing attempts, malware alerts, and unauthorized access attempts.
Apply basic security practices such as configuring firewalls, managing user access rights, enforcing strong password policies, and ensuring systems are up to date with patches.

Requirements

Required Skills and Qualifications:

Minimum 1-3 years'''' experience in a 1st or 2nd line IT support role.
Solid experience working in Windows-based environments (Windows 10, Windows 11).
Strong understanding of Microsoft 365, including Outlook configuration and Office suite troubleshooting.
Familiarity with Active Directory, Group Policy, and basic networking (IP, DNS, DHCP).
Experience with remote support tools (e.g., AnyDesk, TeamViewer, Remote Desktop).
CompTIA A+ or Network+ certification highly advantageous.
Knowledge of endpoint protection and patch management is a plus.
Valid driver’s license and own reliable transport.

Personal Attributes:

Friendly and professional with a customer-first mindset.
Excellent time management and troubleshooting skills.
Able to work independently or collaboratively.
Calm under pressure and capable of handling multiple priorities.

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