Provide advanced technical support across Windows and macOS environments.
Act as an escalation point for unresolved 1st Line support issues.
Troubleshoot and resolve complex technical incidents across desktop, server, network, and cloud environments.
Support the deployment of software updates, patches, and system improvements.
Assist with maintaining and troubleshooting networking issues, including Wi-Fi, LAN, VPN, switches, and firewalls.
Configure and support network printers and peripheral devices.
Administer and support backup and restore processes.
Maintain and improve support documentation and internal knowledge base articles.
Collaborate with wider technical teams to identify recurring issues and improve service delivery.
Participate in IT projects, migrations, and technology initiatives.
Provide occasional out-of-hours support when required.

Minimum 2 years experience in a similar IT Support, Service Desk, or MSP environment.
MSP experience highly desirable.
Strong analytical and troubleshooting skills with the ability to diagnose and resolve complex technical issues.
Excellent verbal and written communication skills.
Strong organisational and time-management skills.
Ability to prioritise effectively and adapt to changing business requirements.
Strong customer service focus and a proactive approach to problem-solving.
Strong hands-on experience supporting Windows 10/11 and macOS environments.
Proven experience with Microsoft 365 and Office 365 administration.
Experience working with Microsoft Azure.
Strong understanding of Microsoft 365 Admin Centres and user administration.
Familiarity with Google Workspace administration and support.
Solid understanding of networking concepts including: TCP/IP, DNS, DHCP, VPN technologies, Firewalls, Network switches, Wireless Access Points (WAPs).
Experience supporting backup and recovery solutions.
Experience working with remote support and monitoring tools.

Hybrid working model (2-3 days per week in the office).
Modern office environment in the Greenstone area of Johannesburg.
Exposure to a broad range of Microsoft, networking, cloud, and infrastructure technologies.
Opportunities to work on technical projects and service improvement initiatives.
Clear progression opportunities into Senior Support, Infrastructure, Systems Administration, or Cloud-focused roles.
Supportive and collaborative team environment.

2nd Line Technical Support Engineer

Key skills