2nd Line Support Technician

ICTEngage; Johannesburg; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A dynamic IT firm in Johannesburg is seeking a driven 1st and 2nd Line IT Support Technician. You will provide frontline support for IT issues, primarily in Windows environments, and assist users with Microsoft 365 applications. The ideal candidate has experience in IT support and is familiar with networking principles. A CompTIA certification is a plus. This role supports both remotely and on-site as needed.

Qualifications

• 1-3 years' experience in a 1st or 2nd line IT support role.
• Solid experience in Windows-based environments.
• Strong understanding of Microsoft 365, including Outlook configuration.

Responsibilities

• Provide end-user support for hardware and software issues.
• Install, configure, and troubleshoot Windows operating systems.
• Assist with Microsoft 365 applications like Outlook and Teams.

Skills

Windows operating systems

Basic networking

End-user support

Microsoft 365

Active Directory

Helpdesk ticketing

Cybersecurity awareness

Education

CompTIA A+ or Network+ certification

Tools

AnyDesk

TeamViewer

Remote Desktop

Job description

We are seeking a driven and technically skilled 1st and 2nd Line IT Support Technician to join our dynamic IT team. The successful candidate will provide frontline and second-level technical support for both internal users and external clients, resolving a wide range of IT issues. This role requires strong knowledge of Windows operating systems, basic networking, and end-user support. Support will be provided remotely and occasionally on-site when required.

Key Responsibilities

• Provide end-user support by responding to and resolving technical queries related to hardware, software, and networking – including desktop/laptop support, printers, and peripherals.
• Windows Environment Support: Install, configure, and troubleshoot Windows 10/11 operating systems, user profiles, local and network printers, shared drives, and permissions.
• Microsoft 365 Support: Assist with Outlook, Teams, OneDrive, and SharePoint issues, including user setup and license troubleshooting.
• Active Directory: Manage user accounts, passwords, and group memberships.
• Endpoint Management: Support for desktops, laptops, and mobile devices, including hardware diagnostics and peripheral installations.
• Remote and On-site Support: Provide assistance both remotely and occasionally at client sites as required.
• Helpdesk Ticketing: Log, update, and resolve support tickets, ensuring proper documentation of all issues and fixes.
• Escalation: Escalate unresolved technical issues to higher-tier support or vendors where appropriate.
• Client Interaction: Maintain high levels of professionalism and communication with users during support interactions.
• Identify and respond to potential cybersecurity risks, including phishing attempts, malware alerts, and unauthorized access attempts.
• Apply basic security practices such as configuring firewalls, managing user access rights, enforcing strong password policies, and ensuring systems are up to date with patches.

Requirements

• Minimum 1-3 years' experience in a 1st or 2nd line IT support role.
• Solid experience working in Windows-based environments (Windows 10, Windows 11).
• Strong understanding of Microsoft 365, including Outlook configuration and Office suite troubleshooting.
• Familiarity with Active Directory, Group Policy, and basic networking (IP, DNS, DHCP).
• Experience with remote support tools (e.g., AnyDesk, TeamViewer, Remote Desktop).
• CompTIA A+ or Network+ certification highly advantageous.
• Knowledge of endpoint protection and patch management is a plus.
• Valid driver’s license and own reliable transport.

Personal Attributes

• Friendly and professional with a customer-first mindset.
• Excellent time management and troubleshooting skills.
• Able to work independently or collaboratively.
• Calm under pressure and capable of handling multiple priorities.