I.T. Support Engineer

Computer Experts Personnel; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technical support company in Gauteng is seeking a skilled Support Engineer to provide expert-level technical support across diverse networking environments. The role requires proficiency in routing protocols, security best practices, and communication skills. Candidates should have relevant certifications and the ability to manage client engagements effectively. Join a dynamic team focused on delivering exceptional client service and innovative solutions.

Qualifications

• Strong understanding of networking infrastructure.
• Hands-on experience with network hardware/software.
• Ability to communicate technical concepts effectively.

Responsibilities

• Provide expert technical support to clients.
• Diagnose and resolve network issues promptly.
• Analyze network performance metrics.
• Collaborate with stakeholders for problem resolution.
• Document support tickets accurately.
• Participate in on-call rotations for support.
• Perform device configurations and maintenance.

Skills

Network routing and switching protocols

Network security principles

VoIP and unified communications

Analytical and problem-solving skills

Communication and interpersonal skills

CCNP or equivalent certification

Leadership abilities

Customer service orientation

Job description

Introduction

Our Support Engineers are professional technical resources responsible for providing first class support to a wide range of customers, across multiple platforms.

Key Roles and Responsibilities

• Technical Support: Provide expert-level technical support and troubleshooting assistance to clients or internal teams on networking infrastructure components, including routers, switches, firewalls, and wireless access points.
• Issue Resolution: Diagnose and resolve network connectivity issues, performance problems, and security vulnerabilities promptly and efficiently.
• Performance Analysis: Analyze network traffic patterns and performance metrics to identify potential bottlenecks, anomalies, or areas for optimization.
• Collaboration: Collaborate with clients, network administrators, and other stakeholders to understand requirements, troubleshoot problems, and implement effective solutions.
• Documentation: Document support tickets, inquiries, and resolutions accurately and comprehensively in a ticketing system or knowledge base.
• Escalation: Escalate complex technical issues to higher-level support engineers, network architects, or vendors as necessary and ensure timely resolution.
• Configuration and Maintenance: Perform network device configurations, software upgrades, and patch management activities following best practices and security policies.
• On-call Support: Participate in on-call rotations and provide support during off-hours or emergencies as required.
• Professional Development: Stay updated on emerging technologies, industry trends, and best practices in networking to continually enhance skills and knowledge.
• Feedback and Collaboration: Provide feedback to product development teams on network-related features, enhancements, and usability improvements.

Skill Requirements

• Proficiency in network routing and switching protocols (e.g., BGP, OSPF, VLANs, STP) and voice technologies such as VoIP, SIP, and unified communications.
• Strong understanding of network security principles and best practices, including firewall configuration, VPN implementation, and threat mitigation strategies.
• Hands‑on experience with network and voice hardware and software from leading vendors, such as Cisco, Juniper, Avaya, Microsoft, and others.
• Excellent analytical and problem‑solving skills, with the ability to troubleshoot complex network and voice issues and drive resolution to completion.
• Outstanding communication and interpersonal skills, with the ability to effectively communicate technical concepts to non‑technical stakeholders and influence decision‑making.
• Relevant certifications such as CCNP (Cisco Certified Network Professional), CCVP (Cisco Certified Voice Professional), or equivalent are highly desirable.
• Demonstrated leadership abilities, with a proven track record of successfully leading network and voice projects and delivering exceptional results for clients.
• Ability to work independently, manage multiple client engagements concurrently, and thrive in a dynamic, client‑focused environment.
• Availability for occasional travel to client sites and participation in after‑hours support and on‑call rotations as needed.
• Personal attributes: Oral and written communication skills, customer service orientation, problem analysis, problem solving, adaptability, team interaction, planning and organizing, attention to detail, passionate about technology, hunger to learn, self‑starter.

Package & Remuneration

Package and remuneration details will be discussed during the interview process.