Latest Job Opportunities at Nexio

PRIMARY DUTIES AND RESPONSBILITIES

Service Desk Support:

• Act as the first point of contact for IT support requests, providing assistance to end users via phone, email, or ticketing system.
• Troubleshoot and resolve basic to intermediate technical issues related to hardware, software, and networking.
• Escalate complex issues to appropriate IT teams and ensure timely follow-up and resolution.
• Maintain accurate records of support requests, resolutions, and system updates in the ticketing system.

User and System Administration:

• Manage user accounts, access rights, and system permissions in accordance with IT security policies.
• Assist in setting up and configuring IT equipment, including workstations, peripherals, and mobile devices.
• Provide guidance and training to end users on IT systems, software applications, and best practices.

IT Service Management:

• Monitor IT service desk performance and ensure compliance with established service level agreements (SLAs).
• Identify trends in support requests and propose solutions for improving efficiency and user experience.
• Maintain and update IT documentation, including user guides, troubleshooting steps, and service desk procedures.

Incident and Problem Management:

• Log and track reported incidents, ensuring proper documentation and timely resolution.
• Collaborate with IT teams to identify root causes of recurring issues and implement long-term solutions.
• Participate in IT projects related to system upgrades, migrations, and infrastructure improvements.

Additional Information:

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

TECHNICAL / PROFESSIONAL COMPETENCIES

• Resolve as many calls as possible on first call resolution
• Perform daily health checks in the environment to ensure all systems are fully
• Identify and learn appropriate software used and supported by the
• Escalate queries beyond the scope to L3 support
• Regularly update and attend to all customer UNA queries and follow UNA process.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT service desk support or a related role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with IT service management (ITSM) frameworks such as ITIL.
• Experience with ticketing systems (e.g., ServiceNow, Jira, or Zendesk).
• Basic understanding of networking, cybersecurity best practices, and cloud-based services.
• Excellent troubleshooting and problem-solving skills.
• Strong interpersonal and communication skills with a customer-focused approach.
• IT certifications such as CompTIA A+ and/or CompTIA N+, ITIL Foundation, or Microsoft 365 Certified are a plus.

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PRIMARY DUTIES AND RESPONSBILITIES- JOB SPECIFIC REQUIREMENTS

Systems Support:

• Provide end-user computing support, including troubleshooting hardware, software, and network issues.
• Perform system upgrades, patches, and configuration changes as required.
• Assist in the deployment and management of IT assets and resources
• Manage and maintain server and cloud environments to ensure optimal performance and uptime.

Systems Architecture:

• Assess and analyse the current IT infrastructure to identify areas for improvement or optimisation.
• Design and implement solutions that enhance system performance, reliability, and scalability.
• Monitor system performance, identify bottlenecks, and implement enhancements.
• Develop and maintain comprehensive documentation, including system designs, configurations, and support procedures.

  Cyber Security:

• Develop and execute an incident response plan to quickly address security breaches or attacks.
• Regularly monitor IT infrastructure security, conduct security audits, and proactively update defences.
• Implement best practices for data protection, access control, and vulnerability management.
• Stay up to date with the latest security threats and recommend appropriate security measures.

Additional Information:

• The ability to work in a team and to be proactive around self-learning
• The ability to work under pressure and to tight deadlines
• Willingness to assist with additional tasks given to the team
• Interpersonal skills
• Good communication skills
• Behavioral traits such as attitude, motivation and time management
• Required to work shifts (24 x 7 x 365)
• Be prepared to perform standby duties and work irregular hours if required

Technical Skills

• Hardware and Software Troubleshooting – Diagnosing and fixing computer, network, and software issues.
• Operating Systems – Windows, macOS, Linux (depending on company needs).
• Networking Knowledge – TCP/IP, DNS, DHCP, VPNs, and basic firewall configurations.
• IT Security Awareness – Understanding cybersecurity best practices.
• Remote Support & Ticketing Systems – Experience with tools like TeamViewer, AnyDesk, or ServiceNow.
• Microsoft Office & Productivity Suites – Strong understanding of Microsoft 365, Google Workspace, etc.
• Active Directory & User Management – Creating and managing user accounts, password resets, etc.
• Basic Scripting & Automation (optional) – PowerShell, Bash, or Python can be helpful.

Soft Skills

• Problem-Solving – Ability to diagnose and resolve IT issues efficiently.
• Communication – Explaining technical concepts to non-technical users.
• Patience & Customer Service – Dealing with frustrated users calmly.
• Time Management – Handling multiple support tickets effectively.

Qualifications & Certifications

• Matric certificate (Grade 12)
• Diploma or Degree in IT, Computer Science, or a related field (advantageous but not always required)
• CompTIA A+ – Hardware & software troubleshooting
• CompTIA Network+ – Basic networking concepts
• Microsoft Certified: Modern Desktop Administrator Associate – Windows support
• ITIL Foundation – IT service management basics

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ROLE PURPOSE

• Responsible for the 2nd line Linux system administration support at customer site.
• Administer the Linux environment, deliver new infrastructure in support of initiatives, projects, monitoring and optimization of implemented systems.
• To provide technical support services such as daily administration tasks, planning, installation, modification and maintenance to the client in alignment with Nexio’s standards.
• Operates closely with customer to determine requirements and resolve problems.

ROLE REQUIREMENT

• Proactively provide technical guidance and mentoring to junior staff.
• Contribute to continuous improvement and the adoption of best practices.
• Assist team members with OS Security Hardening.
• Resolve Service Affecting Incidents & RCA’s to completion.
• Monitoring and improving the efficiency of support services

TECHNICAL COMPENTENCIES REQUIRED

• Experience as an Intermediate Linux Engineer. (Essential)
• ITIL Foundation Level. (Advantageous)
• High level of IT knowledge and experience. (Essential)
• Comprehensive experience in Excel and other related Microsoft Office products.
• Comprehensive experience in an incident/problem/change environment. (Essential)

QUALIFICATIONS & EXPERIENCE

• Grade 12 with Mathematics & Science (Preferred)
• Tertiary Education in the ICT industry (Preferred)
• Tertiary qualification in IT technical field (Essential)
• ITIL Foundation certified (Advantageous)
• RHCSA / RHCE or similar qualification in Unix/Linux environment (Preferred)
• Bachelor's degree in computer science, information systems or a related study.( Advantageous)
• Candidate should have a minimum of 5 years of experience in ICT, with at least 3 years in Linux
• System administration (Required). Experience in administering enterprise-scale Unix/Linux environments.
• Candidate should have in depth experience in hardware, system software, storage and networking.
• Advanced shell scripting experience (Advantageous)
• Red Hat Satellite exposure (Advantageous)
• Vulnerability and Patch Management (Essential)
• Automation experience (Advantageous)
• AWS Cloud experience (Advantageous)
• Backup and recovery experience (Required)
• Working knowledge of BMC Remedy (Advantageous)

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ROLE REQUIREMENT

• Develop and implement strategies for incident response, ensuring alignment with industry best practices and regulatory requirements.
• Drive improvements in security operations processes and contribute to risk management and mitigation strategies.
• Collaborate with stakeholders to enhance the overall cybersecurity posture and SOC maturity.
• Enforce standard operating procedures (SOC) and continuously refine incident response playbooks.
• Establish and maintain key performance indicators (KPIs) for incident response effectiveness.
• Strengthen the organization’s cybersecurity resilience, reducing the impact and frequency of cyber incidents.
• Improve customer trust and confidence by ensuring swift and effective incident response and mitigation
• Provide guidance, mentorship, and training to SOC analysts and junior cybersecurity professionals.
• Lead post-incident review meetings and develop lessons-learned reports to enhance response strategies.

Incident Management & Response:

• Validate and declare security incidents following best-practice incident handling methodologies.
• Determine severity levels (S0 to S4) based on SLA classifications and advise on appropriate escalation.
• Provide technical leadership in real-time incident response, ensuring effective containment, eradication, and recovery measures.
• Lead forensic analysis efforts to collect intrusion artifacts, assess attack vectors, and develop mitigation strategies.

Incident Coordination & Support:

• Coordinate complex security incidents across multiple teams, ensuring swift and thorough resolution.
• Provide expert technical support and mentorship to SOC Analysts during high-severity incidents.
• Act as the primary escalation point for major cybersecurity incidents requiring advanced technical expertise.

Incident Analysis & Remediation:

• Conduct advanced correlation of security events to identify patterns and trends that indicate emerging threats.
• Perform deep-dive log analysis and threat-hunting exercises to uncover hidden or sophisticated attacks.
• Provide recommendations for system hardening, threat mitigation, and proactive security measures.

Incident Reporting & Communication:

• Generate comprehensive incident reports and post-mortem analyses for executive leadership and stakeholders.
• Develop security advisories and risk assessment reports based on incident trends and threat intelligence.
• Facilitate after-action reviews and ensure continuous improvement of response strategies.

Collaboration & Threat Intelligence:

• Act as a key liaison between the SOC and intelligence analysts, security architects, and external cybersecurity partners.
• Monitor emerging cyber threats and collaborate with risk management teams to refine threat detection capabilities.
• Foster collaboration with internal teams and industry peers to enhance cybersecurity defenses and information sharing

Additional Information:

• Individuals at this level are competent in best practices in security incident handling in an established SOC.
• Able to build strong interpersonal relationships with the SOC team and customer stakeholders.
• Competent communication skills and communication of complex information to non-technical stakeholders.
• Competent in producing and presenting work.
• Good understanding of security incident analysis and incident handling practices, proficient knowledge of networking protocols, operating systems, and security architecture in an established SOC.

TECHNICAL / PROFESSIONAL COMPETENCIES

• Extensive experience in cybersecurity incident response, threat analysis, and forensic investigations.
• In-depth knowledge of security frameworks, including NIST CSF, CIS CSC, MITRE ATT&CK, and NIST SP 800-53.
• Expertise in network protocols, security architectures, SIEM platforms, and endpoint security solutions.
• Proficiency in scripting and automation for incident response (Python, PowerShell, Bash, etc.).
• Strong understanding of malware analysis techniques, reverse engineering, and exploit detection.

QUALIFICATIONS & EXPERIENCE

• Grade 12 or equivalent qualification.
• One or more of these industry Cybersecurity Certifications: such as CISSP, GCIH, GCIA, or relevant vendor-specific certifications
• Minimum 6+ years of experience in cybersecurity, with 4+ years of direct experience in an established SOC.Analytical, problem-solving, and critical-thinking skills.
• Strong knowledge of cybersecurity principles, incident response methodologies, and defense-in-depth practices.
• Proficiency in analyzing log files, conducting trend analysis, and correlating incident data.
• Experience with incident triage, vulnerability identification, and remediation recommendations.
• Familiarity with forensic tools and techniques for collecting artifacts.
• Excellent communication, documentation, and report-writing skills.
• Ability to coordinate incident response functions and collaborate with internal and external teams.
• Stay informed about the latest cyber threats and industry developments.