SUMMARY:
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POSITION INFO:
ENVIRONMENT:
PROVIDE advanced technical support to clients of a dynamic provider of Cybersecurity solutions seeking a Tier 2 IT Support Technician by resolving escalated IT issues, maintaining end-user systems, and supporting daily IT operations. You will ensure reliable, secure, and efficient IT services while escalating complex incidents to Tier 3 when required. Applicants will require an IT qualification/Diploma or equivalent practical experience with at least 2-4 years of IT Support or Service Desk experience with good knowledge of Windows operating systems, Microsoft 365, Active Directory & basic networking. You must also have a solid understanding of IT security, patch management, backups, and incident management. You must have a high command English, your own - Internet / Hardware/Back-up Power and you will work SA hours.
DUTIES:
· Technical Support: Investigate and resolve escalated hardware, software, operating system, application, and connectivity issues.
· Systems Administration: Support Windows workstations, Windows Server, Active Directory, user accounts, permissions, Group Policy, and Microsoft 365.
· Networking: Troubleshoot basic LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues.
· Endpoint Management: Install, configure, maintain, and troubleshoot laptops, desktops, printers, peripherals, and business applications.
· Cybersecurity: Assist with antivirus/EDR alerts, patching, MFA, access controls, and security remediation according to established procedures.
· Monitoring and Maintenance: Monitor system alerts, perform routine maintenance, assist with backups, and identify potential technical risks.
· Incident Management: Log, prioritise, update, and resolve support tickets within agreed SLAs, escalating complex or high-impact incidents to Tier 3.
· Documentation: Maintain accurate ticket records, troubleshooting notes, asset information, and knowledge-based articles.
· Client Service: Provide professional, timely communication and technical guidance to clients and end users.
· Team Collaboration: Work with Tier 1 Technicians, the Tier 3 Technical Lead, and other Technical teams to ensure effective service delivery.
REQUIREMENTS:
Qualifications –
· IT qualification, Diploma, or equivalent practical experience.
Experience/Skills -
· 2-4 Years of experience in IT Support or a Service Desk environment.
· Good working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking.
· Experience with ticketing systems, remote support tools, and endpoint management.
· Understanding of IT security, patch management, backups, and incident management.
· CompTIA A+, Network+, Microsoft, or equivalent certifications are advantageous.
· Strong troubleshooting and problem-solving skills.
· Awareness of Cybersecurity best practices and safe IT administration.
ATTRIBUTES:
· Good communication and customer-service abilities.
· Effective time management and prioritisation.
· Attention to detail and accurate documentation.
· Teamwork, accountability, and willingness to learn.
