IT Support Specialist

1 month ago

Cape Town, Western Cape, South Africa Mindmatch Consulting Full time

Job Role Overview

 

As a 3rd Line Technical Support Engineer at Mindmatch Consulting, you will be part of a team dedicated to delivering high-quality IT services to our customers. Your primary responsibility will be to serve as an escalation point for complex technical issues, working closely with our 1st and 2nd Line Engineers to resolve customer queries.

 

Key Responsibilities

 

Some of your key duties will include:

 

  • Providing remote technical support via tickets to resolve customer issues, acting as an escalation point for 1st and 2nd Line Engineers
  • Taking ownership of complex issues to resolution, providing technical support via phone, email, and remote access
  • Overseeing remote monitoring escalation tickets
  • Researching and identifying solutions to complex software and hardware issues
  • Providing in-depth understanding of virtualized solutions, Cloud services such as Azure, Microsoft 365, Networking, and firewalls
  • Prioritizing and managing several open tickets at once, monitoring responses, and any upcoming SLA events
  • Following up with clients to ensure their IT systems are fully functional after troubleshooting
  • Ensuring customer processes and documentation are kept up to date
  • Mentoring and providing guidance to other team members
  • Staying current with emerging technologies and industry best practices to continually improve the IT environments

 

Requirements

 

To be successful in this role, you will need to possess:

 

  • A minimum of 5 years' experience in an IT Service environment
  • High level of technical experience gained in a hands-on role
  • Excellent verbal and written English
  • Robust influencing and interpersonal skills with the ability to communicate at all levels
  • Ability to prioritize and handle multiple assignments at any given time
  • Flexibility and ability to commit the time required to get the job done in line with business needs
  • Highly organized with excellent time management skills and attention to detail
  • Desire to learn new products and technologies
  • Can-do attitude
  • In-depth Windows Operating System knowledge (Desktop and Server)
  • Microsoft 365 Administration
  • Microsoft Intune
  • Server Administrative Tools (Active Directory, Group Policy)
  • Firewalls and Switches
  • Network Devices
  • Networking protocols (TCP/IP, DNS, DHCP, and VLAN) and VPN Systems
  • Microsoft Azure (AVD, FSLogix, and Entra ID)
  • VMWare/Hyper V expert
  • Citrix

 

Desirable Skills

 

Experience or knowledge in the following areas would be beneficial:

 

  • Demonstrable development of automation and scripting
  • Experience in infrastructure as code (Terraform etc)
  • Management of complex networks/infrastructure

 

Certifications

 

The following certifications would be beneficial:

 

  • Diploma or degree in Information Technology, Computer Science, or a related field
  • CompTIA A+
  • CompTIA N+
  • Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
  • Microsoft Certified: Azure Administrator Associate (AZ-104)360

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