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Onsite Senior Support Engineer

3 months ago

Cape Town, South Africa Persona Staff Full time
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Comptia A+, N+ (or CCNA), and Sec+
  • Microsoft Certified:
    • MS-900 - Microsoft 365 Fundamentals
    • AZ-900 - Microsoft Azure Fundamentals
    • SC-900 - Microsoft Security, Compliance, and Identity Fundamentals
    • MD-102 - Endpoint Administrator
    • MS-102 - Microsoft 365 Administrator
    • MS-700 - Managing Microsoft Teams
    • MS-721 - Collaboration Communications Systems Engineer
    • AZ-500 - Microsoft Azure Security Technologies
  • Google Workspace Associate Certification
  • ITIL Foundation Certification
  • Minimum of 10 years of experience in the IT field.
  • Minimum of 5 years of experience in IT support and administration.
  • Minimum of 3 years of experience in managing teams.
  • Proven experience managing Microsoft 365 (SharePoint, Teams, Intune, etc.) environments.
  • Proven experience managing Google Workspace environments.
  • Strong understanding of IT security and compliance standards.
  • Excellent troubleshooting and problem-solving skills.
  • Experience managing and leading IT support teams.
  • Ability to manage multiple sites and handle complex IT environments.
  • Strong communication and interpersonal skills.
  • Experience in Stakeholder management.
Responsibilities:
  • IT Service Management:
    • Oversee daily IT operations and provide technical support to ensure smooth functioning of all IT systems.
    • Manage IT support tickets, prioritize issues, and ensure timely resolution.
    • Maintain detailed documentation of IT processes, configurations, and support activities.
  • Team Management:
    • Supervise and provide guidance to the onsite IT support resource.
    • Conduct regular performance reviews and provide feedback for professional development.
    • Coordinate with the remote support team to ensure consistent service delivery.
  • Microsoft 365 Administration:
    • Manage and administer Microsoft 365 services, including SharePoint, Teams, Intune, and Exchange.
    • Implement and manage security policies and compliance settings within the MS365 environment.
    • Provide support for MS365-related issues and ensure optimal performance.
  • Google Workspace Administration:
    • Administer and support Google Workspace (formerly G Suite) applications and services.
    • Manage user accounts, security settings, and data compliance within Google Workspace.
    • Resolve technical issues related to Google Workspace and provide user training as needed.
  • Apple Operating Systems:
    • Manage and support macOS and iOS devices within the organization.
    • Configure and deploy Apple devices using tools such as Apple Business Manager and Mobile Device Management (MDM) solutions
    • Provide technical support for macOS and iOS users, addressing issues related to software, hardware, and connectivity.
    • Ensure timely updates and patch management for Apple operating systems to maintain security and performance.
    • Develop and maintain documentation for Apple device configurations and support procedures.
  • Security and Compliance:
    • Implement and enforce IT security policies and procedures.
    • Conduct regular security assessments and vulnerability scans.
    • Ensure compliance with industry standards and regulations (e.g., CIS controls, NIS, ISO27001).
    • Manage endpoint security solutions and monitor for potential security threats.
  • Multi-Site Management:
    • Oversee IT infrastructure and support services across multiple client sites.
    • Coordinate site-to-site connectivity, including VPNs and network configurations.
    • Ensure consistent IT service delivery and support across all locations.
  • Project Management:
    • Lead and manage IT projects, including deployments, migrations, and upgrades.
    • Coordinate with client stakeholders and internal teams to ensure project success.
    • Track project progress, manage budgets, and ensure timely delivery.
Work Conditions:
  • Onsite presence at client locations.
  • May require occasional travel between multiple sites.
  • May require occasional travel in rural Africa (Passport required)
  • Availability for on-call support as needed.
  • Two weeks Standby for after-hour support per month.
As the Onsite Senior Support Engineer you will be responsible for supervising IT support operations at the client's sites, managing and coordinating projects, managing an additional support resource, and ensuring the delivery of seamless IT services. This role encompasses the management of multiple locations, the administration of Microsoft 365 (including SharePoint, Teams, Intune, and other services), Google Workspace, Apple Operating Systems, and the assurance of compliance with established security standards and protocols.

The client is made up of multiple NPOâs, and the Onsite Senior Support Engineer will be required to visit their sites in rural locations around Africa to assist with their IT setups as needed.