IT Support Engineer

Department: Technology

Location: Johannesburg

• To provide 1st and 2nd line helpdesk support to clients, assisting them with hardware and software problems via phone, email & remotely.
• To assist with client IT projects working as part of a team and independently.
  
  
  

• Engaging with clients to provide 1st/2nd line technical support.
• Taking ownership and resolving support queries via phone, email & remotely.
• Managing tickets on our Autotask Service Desk system including carrying out and documenting service actions & documenting closed calls & resolutions.
• Liaising with clients to keep them up-to-date their requests.
• Conducting software and hardware auditing and license management projects.
• Documenting clients IT infrastructure, in terms of network topology, server & PC hardware, software, networks, firewalls, switches and routers.
• Application management and deployment.
• Management of corporate anti-virus & firewall solutions.
• Responsible for patch management for both desktops and servers.
• Perform System administration on client infrastructure & servers.
• Check client backups and resolving backup issues.
• Carrying out project work for clients as part of a team or on your own
• Proactively identifying opportunities to better enable and secure our clients infrastructure.
• Knowledge sharing with the team to upskill and support development of the teams technical and client knowledge.
  
  
  

• Strong working knowledge of Microsoft based operating systems with current experience of:
• 2+ years general IT support experience
• Experience in an IT Support Engineer / 2nd Line Support
• Microsoft 365 deployments, licensing & feature sets
• Experience or knowledge of Microsoft InTune, Conditional Access, Mobile Device Management
• Azure Active Directory
• Windows Server 2016/2019 & Active Directory
• Backup Technologies – cloud and on premises
• Windows 10/11
• Microsoft Exchange, IIS, Group Policy
• Office 365, support, data and mail migrations, installations
• Configure, support and maintain WAN and LAN networking, Routers and Firewalls; Spam and Web filters; Hardware support (PC, Servers and printers); VPN solutions.
• Knowledge of virtual desktop/server technologies including VMware, Hyper V & Citrix.
• Sound Cloud skills – practical experience of some or all of the following: SharePoint/OneDrive site creation & admin; Data and email migrations to M365 SharePoint/OneDrive
• MSP experience servicing multiple clients and technologies
• Good communication, telephone and client facing skills
• Personable, service driven, with a sense of humour
• Willing to work and continually acquire knowledge necessary to perform tasks and projects