About the position
Location: Johannesburg, South Africa (On-site with occasional travel) Reports To: Service Delivery Manager Salary Range: R35,000 – R45,000 per month (Based on experience)
About the Employer
We are a South African Managed Service Provider (MSP) dedicated to supporting a diverse client portfolio across both on-premise and cloud infrastructure environments. We prioritize delivering consistent, efficient, and quality technical services. Our operations are structured using professional tools for ticketing and customer relationship management (CRM, e.g., HaloPSA) and Remote Monitoring and Management (RMM, e.g., NinjaOne). Success in our team is built on clear communication, strong administrative discipline, and comprehensive documentation practices.
Role Purpose
The L2 / Mid-Level IT Support Technician will provide essential technical support across desktops, local area networks (LAN/Wi-Fi), server services, and core Microsoft workloads. This position requires a proactive approach, taking full ownership of incident tickets from reporting through to resolution, ensuring Service Level Agreements (SLAs) are upheld, and maintaining rigorous documentation standards for all fixes and changes.
Key Responsibilities
- Level 2 Support & Troubleshooting: Provide direct support for laptops, desktops, printers, and peripherals, with a primary focus on Windows 10/11 environments (exposure to macOS is beneficial).
- Networking: Diagnose and resolve Wi-Fi/LAN issues, including troubleshooting DHCP/DNS, basic VLAN configurations, SSIDs, and captive portals. Requires occasional site visits to client locations for physical diagnosis.
- Microsoft Stack Administration: Perform first-line administration for the Microsoft ecosystem, including Active Directory (AD) user/group management, basic Group Policy Object (GPO) application, and managing M365/Exchange Online and OneDrive/SharePoint access.
- Service Desk Operations: Efficiently triage, update, and resolve tickets within the PSA system, ensuring accurate time logs, category assignment, and professional, client-friendly updates.
- Proactive Management: Utilize RMM tools for monitoring, system patching, and proactive remediation of endpoints and server infrastructure.
- Documentation: Maintain high-quality Knowledge Base (KB) articles, asset registers, change logs, and network diagrams under the strict requirement that completed work must be fully documented.
- On-site and After-Hours Work: Participate in a rotation for after-hours and weekend work to handle critical incidents and scheduled changes. Occasional travel to client sites is required.
Minimum Requirements (Must-Have)
- Experience: 2–4 years of experience in a Managed Service Provider (MSP) or multi-site support environment, operating at a reliable L1.5 to L2 technical level.
- Certifications: CompTIA A+ and CompTIA Network+ are mandatory.
- Technical Proficiency: Demonstrated experience in:
- Windows 10/11 support.
- Basic M365 and AD user administration (passwords, groups, basic GPO).
- Wi-Fi/LAN troubleshooting (DHCP/DNS, IP basics, simple VLAN concepts).
- Tooling: Comfort level with professional ticketing systems (ideally HaloPSA) and RMM platforms (ideally NinjaOne).
- Non-negotiable Skills: Excellent written and verbal English communication, strong administrative discipline, and a dedication to quality ticketing and documentation.
- Logistics: Valid South African work authorization, a valid driver’s licence, and reliable personal transport.
Advantageous Experience
- ITIL Foundation certification.
- Exposure to virtualization technologies (Hyper-V/VMware basics), network storage (NAS), and file/print server management.
- Familiarity with email security, Endpoint Detection and Response/Antivirus (EDR/AV), and basic backup/restore procedures (e.g., Veeam or Cove).
- Troubleshooting experience with vendor platforms such as Fortinet, Cisco Meraki, or Ubiquiti for edge and Wi-Fi systems.
Key Behaviours for Success
- A client-friendly, calm demeanor, and proactive work ethic.
- A structured approach to troubleshooting and reliable follow-through.
- Demonstrates an ownership mindset: communicating progress early, documenting clearly, and ensuring tasks are fully closed.
I have removed all tables, replaced the company name with neutral references, and retained the specified salary range. Let me know if you have any other adjustments.
Desired Skills:
- Communication
- Microsoft Hyper-V
- VMware
