Level 2 Technician

The Level 2 Engineer is responsible for the design and implementation of internal systems, including customer-facing hosted and cloud environments, as well as providing technical assistance to team members with system and network requests.

**Basic Functions**:

- Design and implementation at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Design and implement hosted and cloud solutions for customers using technologies that meet their requirements.
- Design and implement disaster recovery solutions.
- IT support relating to issues with the internal systems and network infrastructure.
- Support services for Microsoft related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
- Support services for Cloud technologies: Office 365, SharePoint Online, Teams.
- Remote access solution support: VPN solutions
- Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review.
- Document maintenance for all computer systems and network infrastructure.

**Additional Duties and Responsibilities**:

- Ability to work in a team and communicate effectively.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Resolve and manage escalated technical and client related issues.
- Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
- Document internal and client processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
- Work through project tickets and phases in ConnectWise as assigned by a Project Manager.
- Enter all work as service or project tickets in ConnectWise.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

**Knowledge, Skills, and/or Abilities Required**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, ConnectWise CCPA.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
- Diagnosis skills of technical issues.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast moving environment.

**Educational/Vocational/Previous Experience Recommendations**:
Min required Level 2:

- 3 years of IT experience.
- Microsoft 365 Certified: Enterprise Administrator Expert - Required exams: MS-100, MS-101
- Microsoft Certified: Azure Fundamentals - Required exams: AZ-900
- Microsoft 365 Certified: Endpoint Administrator Associate (previously known as Microsoft 365 Certified: Modern Desktop Administrator Associate) Required exams: MD-102

Beneficial:

- Microsoft Certified: Identity and Access Administrator Associate Required exams: SC-300
- Microsoft 365 Certified: Teams Administrator Associate - Required exams: MS-700
- Microsoft 365 Certified: Administrator Expert (previously known as Microsoft 365 Certified: Enterprise Administrator Expert) Required exams: MS-102

**Job Types**: Full-time, Internship

Pay: R25 000,00 - R40 000,00 per month

Application Question(s):

- Do you have own transport and a valid driver's license

**Education**:

- Diploma (preferred)

**Experience**:

- IT technician: 3 years (required)

License/Certification:

- MS100 (required)
- MS101 (required)
- AZ900 (required)
- MD102 (required)

Willingness to travel:

- 50% (preferred)

Application Deadline: 2024/10/28