Intermediate IT Support Engineer (Level 3 & Level 4 Support) at MECS (Pty) Ltd

• Our client is seeking an Intermediate IT Support Engineer to join a Global Service Desk, providing Level 3 and Level 4 support across desktop, cloud, application, and infrastructure environments.
• This role delivers white-glove IT support to VIP and C-Suite executives, requiring exceptional technical expertise, professionalism, and discretion. Working with global IT teams and vendors, you will support modern workplace technologies while driving service excellence through ITIL best practices.

Key Responsibilities

• Provide Level 3 and Level 4 technical support across desktop, cloud, application, and infrastructure environments.
• Administer and support Microsoft 365 and Microsoft Azure environments.
• Troubleshoot complex technical issues across operating systems, networking, hardware, software, and cloud services.
• Support identity and access management using Zero Trust security principles.
• Manage endpoint devices, device provisioning, and Mobile Device Management (MDM) solutions.
• Troubleshoot Microsoft Teams, including audio/video conferencing and Quality of Service (QoS) performance issues.
• Support global audio-visual and conferencing technologies.
• Perform administration and automation tasks using Azure CLI and scripting tools.
• Participate in Incident, Problem, Change, and Request Management processes in accordance with ITIL best practices.
• Collaborate with internal teams, vendors, and business stakeholders to resolve technical issues efficiently.
• Contribute to process improvement and automation initiatives to enhance service delivery.
• Support both remote and on-site users across a global environment.
• Participate in an on-call and shift-based support rota where required.

Qualifications

• Degree or Diploma in Information Technology, Computer Science, or a related field.
• ITIL Foundation Certification V3/V4 (Essential).

Experience

• 4-7 years' experience in an IT Service Desk or Technical Support environment.
• Demonstrated experience providing Level 3 and Level 4 IT support.
• Experience supporting enterprise, multi-site, or global environments.
• Financial services experience would be advantageous.

Technical Skills

• Microsoft 365 Administration
• Microsoft Azure Administration
• Azure CLI and scripting/automation
• Microsoft Teams administration and troubleshooting
• Zero Trust security principles (Identity, Access Management, Endpoint Security)
• Mobile Device Management (MDM)
• Windows desktop and server environments
• Active Directory, Entra ID (Azure AD), DNS, DHCP, TCP/IP
• Audio-Visual and conferencing technologies
• ITSM tools and ITIL processes

Key Competencies

• Strong analytical and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced global environment.
• Strong attention to detail and commitment to service excellence.
• Proactive approach to problem-solving and continuous improvement.
• Ability to work independently while collaborating effectively within a global IT team.