IT Operations Lead: Technical Support & 24/7 Coverage

Concentrix; Cape Town; On-site; ZAR 268,000 - 402,000; Full time

Job summary

Concentrix is seeking a Technical Support II, IT Operations to provide end-user support across desktop, network, telephony, and application environments. The role emphasizes maintaining, troubleshooting, and upgrading systems while serving as an escalation point to ensure SLA-compliant incident resolution.

The ideal candidate will have 3-5 years of IT operations experience, strong communication, and deep understanding of AD, DNS, SCCM, and security practices.

Qualifications

• 3-5 years of experience in IT operations or technical support.
• Experience with Active Directory, Group Policy, DNS, DHCP, SCCM imaging, and endpoint encryption.
• Knowledge of IT security, compliance (PCI/HIPAA/COPC/ISO 27001/SSAE), and business continuity.

Responsibilities

• Participate in Incident Management, including Sev1 incident support and coordination with technical teams to resolve issues.
• Provide L1 support for network, server, voice, desktop, application, and telephony infrastructure.
• Support transitions by ensuring image readiness, validating SCCM images, and applying patches and software updates.
• Support IT compliance, security audits, and BCP testing across relevant standards.
• Oversee a team of 5-10 members, including scheduling shifts and providing performance feedback.
• Complete mandatory training within the required timeframe.
• Conduct regular 1:1 meetings with manager and direct reports.

Skills

Strong communication

Problem-solving

Attention to detail

End-to-end accountability

Tools

Active Directory

Group Policy

DNS

DHCP

SCCM imaging

Endpoint encryption

Patch management

Job description

Concentrix is seeking a Technical Support II, IT Operations to provide end-user support across desktop, network, telephony, and application environments. The role emphasizes maintaining, troubleshooting, and upgrading systems while serving as an escalation point to ensure SLA-compliant incident resolution.

The ideal candidate will have 3-5 years of IT operations experience, strong communication, and deep understanding of AD, DNS, SCCM, and security practices.