IT Operations Lead: Technical Support & Incident Response

Concentrix; Cape Town; On-site; ZAR 420,000 - 660,000; 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 includes maintaining systems, troubleshooting, and escalating incidents to meet SLAs.

The ideal candidate will have strong communication, attention to detail, and end-to-end accountability for keeping the on-premises network operating smoothly. Responsibilities include L1 support across infrastructure, image readiness, patch

Qualifications

• 3-5 years of experience supporting desktop, network, server, voice, and application environments in IT Operations or technical support.
• Working knowledge of Active Directory, Group Policy, DNS, DHCP, file servers, and SCCM imaging.

Responsibilities

• Provide L1 support for network, server, voice, desktop, application, and telephony infrastructure.
• Coordinate incident management and Sev1 incident support.
• Validate image readiness and keep systems patched and up-to-date.
• Support IT security, audit readiness, and business continuity practices.
• Supervise a team of 5–10 members with scheduling, feedback, and reporting duties.
• Complete mandatory training and conduct regular 1:1 meetings.

Skills

Active Directory

Group Policy

DNS

DHCP

IT Incident Management

End-user Support

Communication

Tools

SCCM imaging

Endpoint encryption

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 includes maintaining systems, troubleshooting, and escalating incidents to meet SLAs.

The ideal candidate will have strong communication, attention to detail, and end-to-end accountability for keeping the on-premises network operating smoothly. Responsibilities include L1 support across infrastructure, image readiness, patch