IT Support Engineer Tier 2 

SUMMARY:
IT Support Engineer Tier 2 

POSITION INFO:

IT Support Engineer Tier 2 – Cape Town – R28 000 to R30 000 Per Month

We are looking for a motivated and experienced IT Engineer to join our out of hours Service Desk team based in Cape Town, South Africa. This role will report to the Director of Technology and Engineering. This is for a UK-based company, servicing Europe and the UK, so you will work UK hours.

The main purpose of this position would be to provide Managed and Support services to our clients and maintain and support our infrastructure and the current client environment proactively.

Duties And Responsibilities:

• Address client support issues
• Setup and configure services and solutions
• Monitor network and service performance.
• Manage client environments utilising a central management system.
• Remote engineering work in relation to IT support, internet connectivity, telecommunications and WIFI disciplines including configuration, support and troubleshooting of all the above.
• Consistently deliver a high level of customer service and engagement.
• Provide progress updates and recommendations to customers and the wider Assembly team.
• Updating records, time entries and documentation to aid support in a timely manner.
• Assist in the support and management of internal IT systems.
• Assist with remote support tasks for customers and internal systems.
• Any additional duties that may be required

Technical Skills:

Essential Requirements:

• Knowledge and demonstrated experience with Windows Server 2012, 2016, 2019 and 2022 including Active Directory services and Group Policy
• Knowledge of Microsoft Office 2010/13/16
• Knowledge of Microsoft 365 configuration, administration & migration
• Knowledge of Microsoft Teams configuration and administration
• Knowledge and demonstrated experience supporting Desktops on Windows 8-11 and Macs
• Specific experience in delivering Microsoft critical and security updates during scheduled maintenance windows using automated and centrally managed tools
• Experience in management and administration of anti-malware centralised platforms
• Solid networking skills, including wireless networking skills (Ubiquiti wireless hardware)

Desirable Requirements

• Solid WAN security (firewalls) experience specifically, Ubiquiti Unifi and TP-Link Omada Firewalls/Security Gateways
• Accredited in one or more industry-standard certifications, Microsoft MSCA, Cisco CCNA or similar
• Knowledge of supporting Azure/AWS cloud environments would be an advantage.
• Experience in management and administration of web security filtering solutions
• Experience in email content filtering solutions (Mimecast)
• Previous experience with RMM Solutions (like SolarWinds N-Central)

General Requirements:

• Good problem-solving and fault-finding skills
• Excellent communication skills
• Pride in their workmanship
• Attention to detail
• Have an ethos of continuous improvement, with a willingness to learn

Education & Qualification:

Essential Requirements

• MSCA – Some flavour of Microsoft Qualification

Desirable Requirements

• IT Diploma or Degree
• CCNA/CCNP
• CompTIA Network+, N+, A+, MCSE
• AWS Certification

Behavioural Competencies:

• Shows initiative at every level.
• Excellent communication skills – professional phone manners and ability to write professional emails and document knowledge clearly and concisely.
• The ability to explain technical issues/solutions to non-technical people.
• An appreciation for understanding how to deliver against service expectations.

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