ENVIRONMENT:
PROVIDE incident and service request management, 2nd Line troubleshooting and supporting endpoint/application rollouts as the next Senior Support Engineer wanted by a dynamic Internet Service & Network Specialist. You will maintain accurate ITSM records and knowledge documentation in line with organisational standards and audit requirement. Support typically includes (where applicable): user endpoints (laptops/desktops/cell phones/tablets), standard and non-standard corporate applications, collaboration tooling, printers/peripherals, user access and authentication issues, device provisioning and software deployments, and meeting room / AV support.
DUTIES:
Incident & Service Request Management –
- Provide first- and second-line support by diagnosing and resolving end-user hardware/software/application issues, managing service requests efficiently, and maintaining clear communication throughout the ticket lifecycle.
Implementations and Second-Line Support –
- Support EUC rollouts and upgrades and resolve escalated issues requiring deeper troubleshooting and coordination to minimise business disruption.
Documentation and Compliance –
- Maintain accurate service records and operational documentation to support audit readiness, repeatability, and continuous improvement.
REQUIREMENTS:
Qualifications –
- Matric / Grade 12.
- Relevant IT qualification (e.g., Diploma/Certificate) or equivalent experience.
- Recommended Certifications: (At least 3 of these listed below)) –
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Microsoft 365 Certified: Fundamentals (MS-900)
- A+
- N+
- Security+
- ITI4L Foundation
Experience/Skills –
- 3–5 Years’ experience supporting end-user computing environments, providing first- and second-line support.
- Familiarity with Microsoft endpoint and productivity environments (e.g., Windows, Microsoft 365).
- Demonstrated experience delivering first- and second-line end-user support within a structured Service Desk or End User Computing (EUC) environment, utilising an IT Service Management system.
- Practical experience supporting end-user devices, operating systems, standard productivity applications, and associated peripherals in a corporate environment.
- Proven ability to investigate, resolve, and appropriately escalate incidents and service requests, coordinating with internal resolver teams or external service providers as required.
- Experience participating in end-user technology implementations, including device deployments, IMACD activities, application upgrades, and user onboarding or offboarding processes.
- Consistent record of maintaining accurate service records, user communications, and contributing to operational documentation or knowledge bases in line with organisational standards.
- Valid Driver’s License own reliable vehicle.
Desired Skills:
- Endpoint Detection & Response
- Incident Handling
- Networking
- Office365 Administration
- Windows
About The Employer:
A dynamic Internet Service & Network Specialist