Senior IT Support Engineer

Job Title: Senior IT Support Technician (Client Site – Part-Time)

Location: Client Site

Working Hours: 9:00 AM – 2:00 PM, Monday, Tuesday, and Thursday (Minimum 3 days per week)

Reports To: IT Service Manager / Regional IT Lead

Employment Type: Part-Time / Contract

Job Overview

Entle Kreative Solutions is seeking a Senior IT Support Technician who will be stationed at the client's premises to provide hands-on, day-to-day technical support across all IT systems and equipment. The technician will serve as the primary on-site point of contact, ensuring seamless coordination between the client's users, remote support teams, and third-party vendors. This role is critical in maintaining operational efficiency, minimizing downtime, and ensuring high user satisfaction levels.

Key Responsibilities1. On-Site Technical Support (Client Site)

• Provide in-person technical support for desktops, laptops, printers, peripherals, and network devices located at the client's site.
• Troubleshoot and resolve operating system, hardware, and connectivity issues.
• Perform on-site maintenance tasks such as patching, component replacement, and local troubleshooting.
• Provide support for industrial IT endpoints to ensure operational continuity.
• Coordinate with remote/global IT teams and external vendors to resolve escalated issues.
• Offer basic support for the client's local ERP environment (SAP/R11), including installation, configuration, and troubleshooting.

2. General IT Services

• Administer and maintain Active Directory accounts, permissions, and group policies.
• Manage endpoint protection systems and antivirus compliance.
• Support data backup and recovery operations and verify successful execution.
• Maintain the on-site IT asset inventory and assist with lifecycle management.
• Troubleshoot and optimize Wi-Fi and LAN connectivity within the client's environment.
• Ensure compliance with corporate IT policies and security standards.

3. Service Level Management (SLA)

• Respond to and resolve critical issues within 4 hours of escalation.
• Maintain on-site availability during scheduled hours (9 AM–2 PM, Mon/Tue/Thu).
• Be reachable for remote coordination and on-site escalations when required.

4. Performance and Reporting

• Log all actions, troubleshooting steps, and resolutions in the client's centralized global ticketing system.
• Ensure 100% accuracy in ticket documentation with timestamps, personnel details, and resolution notes.
• Submit monthly summary reports, covering:
• Total tickets opened and closed
• Average response and resolution times
• Recurring issues or root cause patterns
• Backup success and patch compliance status

5. Qualifications and Experience

Minimum Requirements

• 5–10 years of professional IT support experience, preferably in a corporate or industrial client environment.
• Strong technical understanding of end-user computing, networking, and IT infrastructure.
• Proven ability to work independently at a client site, while maintaining regular communication with remote teams.

Required Certifications (Copies to be Provided)

• Cisco: CCNP Enterprise or higher
• VMware: VCP-DCV or higher
• Microsoft: Certified Azure Administrator / SQL DBA Associate
• ERP: SAP/R11 – Installation, basic configuration, and troubleshooting

6. Technical Competencies

• Expertise in Windows Server, Microsoft 365, and Active Directory management.
• Solid understanding of networking (TCP/IP, VLANs, VPNs, DHCP, DNS).
• Proficiency with virtualization technologies (VMware vSphere).
• Basic SQL database administration experience.
• Knowledge of endpoint protection, backups, and patch management.
• Exposure to ERP systems (SAP/R11) in an industrial or manufacturing setup is advantageous.

7. Soft Skills

• Strong communication and interpersonal abilities.
• Excellent analytical and troubleshooting skills.
• Professional demeanor with the ability to represent the company effectively on-site.
• Self-driven and reliable, capable of working without direct supervision.
• Strong organizational skills with attention to detail and documentation.

8. Reporting and Communication

• Reports directly to the IT Service Manager or designated client liaison.
• Expected to maintain continuous communication with remote/global IT support teams.
• Participates in monthly service reviews and performance evaluations.

Job Type: Part-time

Pay: R18 000,00 - R22 000,00 per month

Expected hours: No less than 60 per week

Work Location: In person