Senior Technical Support Engineer

Senior Technical Support Engineer

We are are seeking a team player to be part of a high performing Global team. You will be responsible for supporting all aspects of the IT systems and services - M365 and AWS focus. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development. You will be well-organised, work exceptionally well with different people (in different locations and time zones).

About the Team (TechConnect)

At TechConnect, we believe that technology is only as powerful as the people behind it. More than just an IT solutions provider, we are a team of innovators, problem-solvers, and strategists who are passionate about making a real impact for businesses. Taking a holistic approach, we integrate various IT functions, from service desk to artificial intelligence, to create customer experiences that make a difference to your business.

From developing more efficient processes that save time and money to creating new technologies that help solve global and social issues – whatever your better is, we're here to help you bring it to life. With smart technology, clever strategy, creative problem-solving and talented people, we deliver solutions that make a difference to you and the world.

Proudly, our commitment extends to our team members too. We take the time to understand everyone's life dreams and work to support them in achieving their personal visions.

Key Responsibilities (but not limited to):

• Provide first point or an escalation point from Level 1 across all support tickets.
• Escalate at the appropriate time any difficult issues to level 3
• Installing and configuring computer hardware operating systems and applications.
• Monitoring patch levels, and managing patching across internal and customer endpoints
• Answer phone/email/tickets in a professional and timely manner.
• Assisting clients or staff through a series of actions, either face to face; email or over the telephone to help set up systems or resolve issues.
• Troubleshoot technical issues to resolution and/or escalate to supplier or partner organisations as required.
• Office 365 support (Exchange Online, SharePoint, MS Teams, OneDrive)
• Office 365 and Azure Licensing (Office 365 License management and Azure subscription management)
• Implement, develop, and document AWS solutions with the guidance of the team.
• Leverage patterns and principles from AWS methodology and best practices.
• Log all incidents and service requests in our designated Helpdesk system.
• Manage Helpdesk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency.
• Ensure system and data security is maintained at a high standard, ensuring the integrity of the TechConnect network is not compromised.
• Expedite the repair of hardware faults and software configuration problems, notifying or forwarding to relevant suppliers in a timely manner.
• Monitor performance of TechConnect systems, ensuring issues are appropriately escalated and resolved.
• Build and contribute to service documentation and knowledgebase.
• Provide technical assistance to project teams and undertake technical project roles when required, supporting the roll-out of new applications and solutions.
• Provide technical assistance to project teams and undertake technical project roles when required, supporting the roll-out of new applications and solutions.
• Demonstrate commitment to and promotion of a culture of service excellence and continual improvement within the IT team.
• Maintain and develop excellent working relationships with key suppliers, conducting dealings in a professional and appropriate manner.

Essential Skills and Experience

• A Team Player
• Display confidence when dealing with people, with well-developed written and verbal communication skills.
• Communicate well with staff and suppliers, exhibiting excellent listening skills.
• Demonstrate high standards of professional behaviour when dealing with suppliers, staff and clients.
• Ability to investigate issues and requirements and identify and prioritise appropriate solutions.
• Ability to adapt and adjust to changing processes, constantly seeking process Improvement
• Ability to maintain detailed and accurate records.
• Offer assistance to other employees in use of various technologies.
• Ability to build professional relationships with key stakeholders and staff.
• Demonstrated interest in technology.
• Relevant IT/industry experience and/or qualifications/experience in the following areas: Microsoft O365 / Azure / AWS
• Proficiency in PowerApps for developing and customizing business applications for automation and workflow optimization.
• Demonstrated understanding of IT Management.
• Ability to work flexible hours when required.

Certification requirements

• Maintain 2 Associate certifications in Microsoft, Azure or AWS related field

Our perks

• Remote role - must be based in South Africa
• Career development and growth pathways
• Competitive salary
• A nice bunch of people to work with
• Industry
• Information Services
• Employment Type
• Full-time

At TechConnect, we celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued and empowered. We are proud to be an equal employment opportunity employer — welcoming applications from people of all backgrounds, identities, and abilities.

We believe that different perspectives drive innovation, and we are dedicated to providing a fair, respectful, and supportive environment where all employees can thrive and succeed.

At TechConnect, we help businesses unlock the insights that are hidden in their data and use cloud technology to make their world better. From developing more efficient processes that save time and money to creating new technologies that help solve global and social issues.