IT Support Engineer - Tier 2 (JB5291) at Kontak Recruitment

Minimum Requirements:

• Grade 12 or equivalent
• 3+ years of Technical Support Experience
• Valid Driver's Licence and own vehicle for client site visits as required
• Strong Understanding of IT Infrastructure (hardware, software and networking)
• Proficient in Microsoft 365 Administration
• Ability to troubleshoot complex technical issues across various IT environments
• Ability to work on Mac and Windows
• Certified Microsoft Endpoint Administrator Associate
• Certified Microsoft Administrator Expert
• Certified Microsoft Azure Security Engineer Associate
• Certified Identity and Access Administrator Associate

Experience with the following technologies would be a huge plus:

• Firewalls
• Linux
• Microsoft SQL Server
• Networking, e.g. VLAN, VPN
• VMWare ESXi

Duties and Responsibilities:

• Provide second-line technical support for hardware, software, network, and system-related issues.
• Troubleshoot and resolve escalated incidents and service requests from end-users or the first line support team.
• Own and manage escalated incidents until resolved, ensuring adherence to SLAs and resolution targets.
• Document troubleshooting steps, solutions, and best practices for common and complex issues, improving first-line support capabilities.
• Share expertise and provide training to first-line support technicians.
• Communicate effectively with end-users, customers, and other IT teams to provide status updates, resolutions, and follow-up actions.
• Manage expectations regarding incident resolution timescales and provide regular progress updates.
• Maintain up-to-date knowledge of IT systems, technologies, and industry trends.
• Must be willing to upskill and qualify with the required Microsoft Certifications.