About the position
ENVIRONMENT:
DELIVER consistent, high-quality first- and second-line support to end users to ensure productivity and service continuity as the next Senior Support Engineer wanted by a dynamic Internet Service & Network Specialist to join its team. This role focuses on effective incident and service request management, second-line troubleshooting, and supporting endpoint/application rollouts, while maintaining 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 non0standard corporate applications, collaboration tooling, printers/peripherals, user access and authentication issues, device provisioning and software deployments, and meeting room / AV support. This role will also extend to supporting first level support calls for Network, Security, and Infrastructure related incidents. Applicants will need Matric/Grade 12, a suitable IT-related Diploma/Certificate, Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Microsoft 365 Certified: Fundamentals (MS-900), A+, N+, Security+, ITI4L Foundation with 3-5 years’ experience supporting End-user Computing (EUC) environments, providing first – and – second line support.
DUTIES:
Functional Support -
- Incident & Service Request Management.
- Provide 1st and 2nd Line support by diagnosing and resolving end-user hardware/software/application issues, managing service requests efficiently, and maintaining clear communication throughout the ticket lifecycle. (Entra ID, Intune, Manage Engine, N-Central).
- Provide first level support for Network, Security and Infrastructure incidents and requests.
- Populate information to relevant Knowledge Bases and create standard operating procedures when required.
- 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 (Compulsory).
- Relevant IT qualification (e.g., Diploma/Certificate) or equivalent experience.
- 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 (EUC) environments, providing first – and – second line support.
- 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.
- Familiarity with Microsoft Endpoint and productivity environments (e.g., Windows, Microsoft 365).
- IT Service Management.
- IT policies and procedures.
- Information Security.
- ITIL.
- Valid Driver’s License and own reliable vehicle.
ATTRIBUTES:
- Analytical skills.
- Problem-solving.
- Teamwork.
- Communication.
- Time Management.
- Professional Conduct.
- Service Delivery.
- Stakeholder Management.
Desired Skills:
