IT Support Specialist

1 week ago

Cape Town, Western Cape, South Africa MindMatch Consulting Full time
Job Title: 3rd Line IT Support Engineer

About the Role:

We are seeking a highly skilled and experienced 3rd Line IT Support Engineer to join our team at MindMatch Consulting. As a key member of our IT department, you will be responsible for providing technical support to our customers, escalating complex issues, and working closely with our team to deliver exceptional service.

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 virtualised solutions, Cloud services such as Azure, Microsoft 365, Networking and firewalls
  • Prioritise 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 prioritise 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 organised 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

Beneficial Experience / 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-104)360

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