IT Support Specialist

2 months ago


Cape Town, Western Cape, South Africa Mindmatch Consulting Full time
About the Role

We are seeking a highly skilled and experienced IT Support Specialist to join our team as a 3rd Line Support Engineer. As a key member of our technical team, you will be responsible for providing expert-level technical support to our customers, escalating complex issues, and collaborating with our internal teams to resolve technical challenges.

Key Responsibilities
  • Provide remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers
  • Take ownership of complex issues to resolution, providing technical support via telephone, email, and remote access
  • Oversee remote monitoring escalation tickets, research and identify solutions to complex software and hardware issues
  • Provide in-depth understanding of virtualized solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls
  • Prioritize and manage several open tickets at one time, monitoring responses and any upcoming SLA events
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Ensure customer processes and documentation are kept up to date
  • Mentor and provide guidance to other team members
  • Stay current with emerging technologies and industry best practices to continually improve the IT environments
Requirements
  • A minimum of 5 years' experience in an IT Service environment
  • High level of technical experience gained in a hands-on-role
  • Excellent verbal & 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
  • Be flexible and able 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 & 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
  • Demonstrable development of automation and scripting
  • Experience in infrastructure as code (Terraform etc)
  • Management of complex networks / infrastructure
Certifications
  • A 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)


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