Senior IT Support Engineer

AESG; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An award-winning consultancy firm based in Cape Town is seeking a Senior IT Support Engineer to manage user support across Google Workspace and Microsoft 365 environments. The role involves managing Windows Server 2016–2022, providing tiered support for Windows 10/11 and Android devices, and driving incident resolution while maintaining excellent communication with users. The successful candidate will have a minimum of 5 years in IT support with a focus on problem-solving and operational excellence.

Qualifications

• Experience with Windows 10/11 endpoint support and imaging.
• Excellent communication skills with non-technical users.
• Experience operating in a corporate environment.

Responsibilities

• Support escalations for Windows 10/11 and Android devices.
• Administer Google Workspace and Microsoft 365 tenants.
• Guide incident management and contribute to knowledge articles.

Skills

5+ years in IT support/operations

Google Workspace administration

Microsoft 365 administration

Windows Server 2016–2022 support

Solid networking fundamentals

Experience in ITIL-aligned service environment

Tools

Datto Tools

Job description

Overview

Due to the continuing success and growth of our AESG team, a fantastic opportunity has opened up at our award-winning Specialist Consultancy, Engineering and Advisory Firm. We are headquartered in London, Riyadh, Singapore and Dubai, Cape Town, Cairo & Sydney working throughout the Middle East, Europe and Asia. Our areas of expertise are represented in four core verticals: Building Engineering, Planning and Infrastructure, Strategy and Advisory and Commissioning, Handover and Asset Management. We pride ourselves in being leaders in the industry in each of the services that we offer. We have one of the largest dedicated teams with decades of cumulative experience in sustainable design, fire and life safety, cost management, façade engineering, commissioning, building performance, waste management, environmental consultancy, carbon management and acoustics.

Job Purpose

We’re looking for a Senior IT Support Engineer who can own escalations end‑to‑end and keep our users productive across Google Workspace and Microsoft 365 environments. You’ll support and improve a mixed Windows Server 2016–2022 and Windows client landscape, administer Android devices, drive root‑cause resolution for recurring issues, and help mature our service operations. Experience with Datto (RMM/backup/BCDR/Autotask) is highly beneficial.

Qualifications / Experience

• 5+ years in IT support/operations with senior (tier‑2/3) responsibilities in a corporate environment.
• Google Workspace administration (core apps, Admin Console, groups, routing, security, basic vault/retention).
• Microsoft 365 administration (Teams, SharePoint/OneDrive, identity and access, security/compliance basics).
• Windows Server 2016–2022 (AD DS, DNS, DHCP, GPO; file/print; basic PKI and Hyper‑V exposure).
• Windows 10/11 endpoint support, imaging/provisioning, drivers, updates, device encryption, and troubleshooting.
• Android device support
• Solid networking fundamentals: TCP/IP, LAN/WLAN, VPN, DNS/DHCP, firewalls, proxies.
• Experience operating in an ITIL-aligned service environment (incident/problem/change), with strong ticket hygiene and documentation.
• Excellent communication with non‑technical users; calm under pressure and comfortable leading bridges during incidents.

General Expectancy

• Excellent communication skills
• Motivated and self-driven (entrepreneurial outlook)
• Committed to technical excellence
• Good relationship builders (internal and external)
• Collaborative personality
• Team player, who works closely with other AESG divisional heads to leverage multi-disciplinary opportunities

Responsibilities

• User Support & Escalations: Resolve tier‑1/3 incidents and requests for Windows 10/11 and Android devices (hardware, OS, apps, connectivity, printing, peripherals).
• Provide advanced troubleshooting for Google Workspace (Gmail, Drive, Meet, Groups, Admin) and Microsoft 365 (SharePoint/OneDrive, Teams, Entra ID/Azure AD).
• Own VIP/executive support and urgent incidents with clear comms and rapid restoration of service.

Platform Administration

• Administer Google Workspace and Microsoft 365 tenants (user lifecycle, groups, identities, mail flow, policies, security and compliance settings).
• Manage Windows Server 2016–2022 services: Active Directory, DNS, DHCP, GPO, file/print, certificate services, basic Hyper‑V (as applicable).
• Support device management via Google Endpoint Management (policies, compliance, app deployment, updates).

Endpoint Management & Security

• Support endpoint security controls (AV/EDR, BitLocker, device compliance), vulnerability remediation, and least‑privilege practices.
• (Nice to have) Operate Datto tools (RMM, BCDR, Autotask) for monitoring, remote support, patching, inventory, and backup verification.

Service Operations (ITIL)

• Drive incident, request, problem, and change management best practices; create knowledge articles and SOPs.
• Perform root‑cause analysis (RCA), produce preventive actions, and close the loop with stakeholders.
• Contribute to capacity, availability, and continuity activities (e.g., backup checks, restore tests, failover drills).

Projects & Continuous Improvement

• Lead or contribute to small/medium projects: OS upgrades, server refreshes, tenant configurations, migrations, tool rollouts.
• Automate and standardize repeatable tasks (PowerShell, admin APIs, RMM automation).
• Mentor junior team members; review tickets for quality and coach on troubleshooting approaches.

Competencies

• Leadership / Management skills - Mentoring Junior engineers, providing feedback and coaching abilities
• Communication / Collaboration - Collaborating, sharing insights, and coordinating efforts across departments. Handling disagreements or conflicts within teams constructively. Excellent communication and listening skills, setting realistic expectations. Understanding the importance of tailoring communication style to different audiences.
• Technical Knowledge / Expertise - Undertaking more intricate tasks and operational projects and applying knowledge to solve practical problems. Showcasing analytical prowess and capacity to independently carry out tasks. Committed to learning and continually expanding their knowledge base.
• Creativity / Innovation - Staying informed about the latest developments with industry technological advancements and sharing initiatives to foster creativity.
• Stakeholder Focus / Relationship Building - Working independently and managing and liaising with stakeholders. High level of employee satisfaction and feedback.
• Strategic Vision / Planning - Contributing to the larger picture. Buy-in to corporate and operations strategy.

Demonstrated Knowledge Base And Professional Skillset

• Time Management / Planning - Monitor progress and time taken to complete tasks to ensure tasks completion stays on track. Balancing the time spent on activities, understanding and prioritising the urgency of tasks. Forecasting issues that will hinder the accomplishment of tasks. Effectively handling multiple tasks without compromising quality.
• Industry Experience / Thought Leadership - Demonstrating experience on a wide range of operational projects and tasks. Proven ability to efficiently manage deadlines. Establishing credibility amongst stakeholders.
• Operational Delivery - Developing skill in task management, process optimisation and problem solving.
• Leadership / Team Management Experience - Begin taking the lead responsibility on tasks. Demonstrable experience in mentoring junior team members/graduates. Upholds AESG Core Values.
• Commercial Acumen/ Business Development - General understanding of the operational and commercial aspects with the organisation, including cost control. Assisting senior team members in tasks, tracking progress, maintaining documentation, and ensuring smooth coordination.
• Problem Solving / Decision Making - Coordinating tasks and solving specific problems within the areas of responsibility. Developing more advanced problem-solving skills, such as root cause analysis. Becoming proficient at making decisions that impact their immediate teams.
• Employee Focus / Process Compliance - Specialising in employee-centric roles, coordinating efforts to enhance employee experience. Planning and executing recognition programs, conduct surveys and organising well-being initiatives. Identifying external regulations impacting the organisation.

Upholding AESG Core Values

• Honesty & Transparency: Delegate work reasonably.
• Stakeholder Collaboration: Consider requirements and plan for support.
• Adaptability & Flexibility: Embrace new ideas and adjust priorities accordingly.
• Innovative Culture: Apply self-motivation to complete tasks efficiently.

Ways of working

Office Based: Role based in Cape Town office

Working hours: UK hours 08h00 – 17h00