SUMMARY:
Dedicated Support Engineer - L2: Networks & Security & Cloud & Business Applications (Somerset West)

POSITION INFO:

Dedicated Support Engineer

S2 – Networks & Security & Cloud & Business Applications

Location: Somerset West, Western Cape
Work Arrangement: Hybrid

An exciting opportunity is available for a Dedicated Support Engineer to provide reliable, professional and high-quality IT support within a client-focused technology environment.

The role focuses on second-line technical support, troubleshooting, escalations and maintaining stable, secure and well-performing client environments across networking, security, cloud and business applications.

Key Responsibilities

Support & Troubleshooting

• Handle incoming support requests via the Helpdesk system.
• Take ownership of technical issues through to resolution.
• Diagnose and troubleshoot hardware, software, networking, cloud and application-related issues.
• Provide advanced technical support to clients.
• Identify recurring issues and contribute to preventative solutions.
• Maintain accurate and detailed ticket documentation.
• Work within agreed SLA requirements.

Networks & Infrastructure

• Troubleshoot LAN/WAN connectivity issues.
• Support TCP/IP, DNS and DHCP environments.
• Troubleshoot switches, routers, Wi-Fi and VPN connectivity.
• Assist with firewall and network-security-related issues.
• Support network infrastructure and maintain technical documentation.
• Perform technical changes in accordance with established processes.

Cloud & Microsoft

• Provide support across Microsoft cloud environments.
• Support Microsoft 365, Azure and Entra ID environments.
• Assist with user identity, access and authentication issues.
• Troubleshoot cloud connectivity and infrastructure issues.
• Support endpoint and device-management technologies.
• Assist with cloud-related technical projects and implementations.

Security

• Assist with maintaining client security standards.
• Support endpoint security, patching and vulnerability remediation.
• Assist with identity and access management.
• Escalate and support security incidents where required.
• Follow established security procedures and best practices.

Escalations

• Act as an escalation point for more complex S1 issues.
• Investigate issues that cannot be resolved at first-line level.
• Perform root-cause analysis where appropriate.
• Escalate complex issues to S3 or other specialist teams when required.
• Work with other technical teams to ensure effective resolution.

Client Service

• Communicate clearly and professionally with clients.
• Keep clients informed regarding progress and expected resolution.
• Build strong client relationships through reliable technical support.
• Explain technical issues and solutions clearly to non-technical users.

Requirements

• Previous experience in 2nd-line IT support, infrastructure support or a similar technical environment.
• Strong troubleshooting and problem-solving skills.
• Good understanding of networking and infrastructure.
• Experience with TCP/IP, DNS, DHCP, LAN/WAN, VPN, switches and routers.
• Experience with Microsoft environments.
• Exposure to Microsoft 365, Azure and/or Entra ID.
• Understanding of IT security principles.
• Experience working with ticketing/helpdesk systems.
• Experience working within SLA-driven environments.
• Strong escalation and incident-management skills.
• Good technical documentation skills.
• Strong client-facing communication skills.
• Ability to work independently and take ownership of technical issues.

Advantageous

• Experience within an MSP / managed-services environment.
• Microsoft or Azure certifications.
• Experience with firewalls and network-security technologies.
• Experience with Intune and endpoint management.
• Experience with cloud infrastructure.
• PowerShell or other scripting/automation experience.
• ITIL certification.
• Experience with monitoring and remote-management tools.

Ideal Candidate

The ideal candidate is a technically strong second-line support engineer who can work across multiple areas rather than being restricted to one technology.

They should have a good combination of networking, infrastructure, security, cloud and business application support, with the ability to investigate complex issues, communicate effectively with clients and escalate appropriately.

Head Office: Somerset West