Onsite Desktop Engineer L2 - Sandton

First Technology Pty Ltd; Gauteng; On-site; ZAR 420,000 - 620,000; Full time

Job summary

First Technology Pty Ltd in Gauteng seeks a senior IT professional with strong Windows endpoint, Office 365, and desktop hardware skills. The role requires mentoring, incident escalation, and onsite coordination across multiple sites, with VIP device support and vendor liaison.

Strong AD and networking basics are expected, with a willingness to work overtime as needed. Onsite responsibilities include end-user support, patching, and documentation, using Halo PSA and N-able RMM to ensure SLA

Qualifications

• Senior level experience with Windows endpoints, Office and 365.
• Mid level exposure to Mimecast, EDR/AV, and on-prem Active Directory.
• Entry level familiarity with Group Policy, Azure AD and networking basics.
• Experience documenting work instructions and SOPs.
• Ability to mentor and escalate incidents with SLA adherence.

Responsibilities

• Act as onsite contact for IT enquiries and coordinate support across sites.
• Provide end-user and endpoint support both onsite and remotely.
• Record incidents in Halo PSA and track resolution with remote team.
• Assist Operations Managers with technical queries as needed.
• Perform OS and 365 app troubleshooting and VIP device support.
• Coordinate vendor support and manage daily IT tasks and escalations.
• Maintain inventory and asset registers onsite and monitor health.

Skills

Windows endpoints

Microsoft Office

Microsoft 365

Desktop hardware

Mimecast

EDR / Antivirus

On-Premise Active Directory

Group Policy

Azure Active Directory

Networking fundamentals

Firewalls / Switches

Routers / Access Points

Third-Party Apps (Exclaimer, Code 2, S

Education

Grade 12

A+ and N+

Microsoft 365 Certified: Endpoint Administrator Associate

Bachelor’s Degree in Computer Science or IT Diploma

Tools

Halo PSA

N-able RMM

Job description

Role and Responsibilities
Have a senior level of experience and understanding in the following services:

• Microsoft Windows for Endpoints
• Microsoft Office
• Microsoft Office 365 Suite
• Desktop and Laptop hardware fundamentals

Have a mid-level of experience and understanding in the following services:

• Mimecast
• Anti-Virus / EDR Agents
• Microsoft Active Directory On-Premise

Have an entry-level experience and understanding in the following services:

• Microsoft Group Policy
• Microsoft Azure Active Directory
• Network – Firewall, Switches, Access Points, Routers and Controllers
• Network – WAN and LAN fundamentals
• Third-Party Applications (Not Limited To) – Exclaimer, Code 2, Sage, M-Files

Have the ability to perform the following functions:

• Be a technical escalation point to resolve incidents which lower tiered Engineers are unable to
• Be a mentor to lower tiered Engineers
• Ability to write Work Instructions and Standard Operating Procedures for common tasks
• Work within a Service Desk ticketing application and ensure that tickets assigned to you are communicated on and resolved with SLA
• Assist Operations Managers with technical queries when needed
• Be willing to work unscheduled overtime if required

Onsite responsibilities

• Act as the onsite point of contact for IT enquiries, troubleshooting and operational coordination; facilitate support at other sites and provide Level 1 infrastructure troubleshooting with remote specialists.
• Provide business-hours assistance with all end-user and endpoint support, onsite and remotely through N-able Remote Monitoring and Management (RMM), with remote-team escalation and overflow support.
• Record and own incidents and service requests in Halo PSA; maintain diagnostic notes, user updates and resolution evidence, coordinate specialist escalations and hand over open work for remote backfill or leave cover.
• Provide break-fix and administrative support for Windows operating systems and Microsoft 365 desktop applications, including approved application installation and configuration.
• Provide VIP assistance for personal and mobile devices, meeting rooms and related equipment; perform Level 1 troubleshooting and coordinate remote-team and vendor support using agreed VIP escalation and communication procedures.
• Troubleshoot printers at endpoint level (drivers, print queues and spoolers) and device level (paper jams, toner and basic repairs); log and follow up vendor support calls.
• Manage day-to-day vendor coordination for IT incidents, requests and deliveries: log and elevate cases with OEMs and third-party providers, coordinate attendance and repairs, follow up to resolution and keep users and support teams informed under customer-maintained support and warranty agreements.
• Maintain an inventory of discoverable endpoints, validate device details and update existing asset registers while onsite, including additions, moves and removals.
• Monitor endpoint hardware and operating-system health, investigate alerts and coordinate corrective action with the remote team.
• Perform endpoint maintenance, including Microsoft and third-party patch management, feature updates and build updates, facilitated by N-able RMM. This may include on-demand and scheduled remediation reported
• Perform endpoint patch management using the remote team’s tooling or the customer’s subscribed tooling where enabled. Deploy approved Windows and supported third-party patches, verify installation, retry failures and track exceptions.
• Support the designated cybersecurity officers, including the cybersecurity officer, with end-user and endpoint compliance requirements, vulnerability-remediation checks and approved remediation within capacity. Engage the remote team to assist with remediation or scope projects where required.
• Maintain endpoint patch and remediation evidence, support compliance tracking and route endpoint security alerts to the remote security team through agreed escalation procedures.
• Deliver approved minor end-user and endpoint projects, including small user moves, operating-system upgrades and endpoint encryption, with remote-team assistance and agreed change approvals.
• Develop and maintain all documentation for end users, endpoints and endpoint client business application installations, including standard operating procedures, installation guides and troubleshooting guides.

Qualifications and Education Requirements

• Grade 12 – Required
• A+ and N+ - Required
• Microsoft 365 Certified: Endpoint Administrator Associate – Beneficial
• Bachelor’s Degree in Computer Science or Information Technology Diploma - Beneficial

Preferred Skills

• Excellent verbal communication
• Excellent written communication by following email etiquette best practice
• Ability to work independently and unsupervised
• Ability to work in a multi-tenanted environment
• Ability to work with other Business Units and Vendors with the primary goal being providing exceptional service to the customer
• Interest in wanting to keep abreast of technology in the IT industry
• Interest in wanting to keep obtained certifications updated and willing to certify in new technologies in accordance with the business strategy and personal roadmap
• 5+ years of experience in a similar technical role