2nd Line Support Engineer at MindMatch Consulting (Pty) Ltd

Summary and purpose of the Job: 

• Have you been working for a minimum of two years in an IT support role within a business and are looking for your next challenge? Do you have a passion for problem solving and enjoy troubleshooting? Have you studied ICT at school, college or university and you are keen to continue your career progression within the IT industry. Well, if this is you, we have the perfect opportunity.
• We are looking for enthusiastic individuals to join our dynamic and expanding Technical IT Services Division. You’ll become part of our new Cape Town based Technical Support Team, working with Service Desk engineers and consultants, supporting our customers, providing a first-class service, gaining vital knowledge, skills, and experience along the way.
• Each day will bring different challenges. You will be working with a broad range of products and services, such as the Microsoft 365 product stack, Intune and SharePoint, alongside industry leading backup vendors, cloud services and firewall / routers to name a few. 
• Your day will consist of working on proactive and reactive issues for our customers. You will primarily be taking tickets that have been escalated from our 1st line engineers or generated from our proactive monitoring services. This role requires a deep understanding of IT solutions. You will be liaising with our customers, ensuring that their issues are resolved to their satisfaction.
• You will need to be a clear confident and professional communicator. You will play a key role in the team meeting the high level of service we strive to deliver. This role will give you exposure to our impressive portfolio of IT products and services, helping to drive forward your knowledge and progression. You will need to be able to demonstrate an excellent customer service approach and have great IT skills with a good working knowledge of a wide range of products. 
• If you want to further your career with a vibrant and fast-paced organisation, this is the role for you. 

Responsibilities:

The extent of your duties will include but are not limited to:

• Provide remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st Line Engineers.
• Take ownership of customer issues to resolution providing technical support via telephone, email, and remote access.
• Provide in depth troubleshooting and resolution for hardware, software and network problems.
• Manage user accounts, Active Directory configuration and maintenance of IT systems and applications.
• Provide in depth understanding of products such as Intune, SharePoint and Microsoft 365
• Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting 
• Ensuring customer processes and documentation are kept up to date

Experience / skills required: 

• Proven experience as 2nd line engineer or similar role
• Experience working in an IT support environment on a service desk
• Excellent verbal & written English 
• Robust influencing and interpersonal skills with the ability to communicate at all levels
• Ability to prioritise and handle multiple activities at any given time
• Highly organised with excellent time management skills and attention to detail
• Desire to learn new products and technologies
• Can-do attitude
• In depth knowledge of Microsoft Desktop Operating Systems 
• Microsoft 365 / SharePoint / Intune Administration experience
• Server Administrative Tools (Active Directory, Group Policy)
• Firewalls & Switches
• Network Devices
• Networking & VPN Systems
• Virtualisation Technologies (VMWare / HyperV)
• Beneficial experience / skills: 
• Microsoft Azure (Entra ID, Azure Virtual Desktop)
• Veeam Backup
• Remote Desktop Technologies
• MAC Operating Systems

The following certifications would be beneficial:

• A diploma or degree in Information Technology, Computer Science, or a related field.
• CompTIA A+
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)