Sr. Techinical Support

B5D3D5E8-0839-4Ed1-A720-Cdfd003A7013; Johannesburg; On-site; ZAR 550 000 - 750 000; Full time

Job summary

A leading IT services provider in Johannesburg seeks a Senior Technical Support Executive to manage advanced technical support and IT infrastructure issues. The role involves mentoring junior engineers, configuring network and server environments, and ensuring high service quality. Ideal candidates should have 3-7 years of experience in IT support, strong knowledge in networking and cloud solutions, and demonstrated leadership abilities. This is an excellent opportunity to work in a dynamic environment with prospects for career growth.

Qualifications

• 3–7 years of experience in IT support or system integration.
• Strong knowledge of switching, routing, and firewalls.
• Excellent communication and client-handling skills.

Responsibilities

• Deliver advanced technical support for IT infrastructure issues.
• Manage network infrastructure, including configuration and troubleshooting.
• Mentor junior engineers and lead IT projects.

Skills

IT support

Network troubleshooting

Windows Server expertise

Hyper-V/VMware experience

Backup solutions expertise

Microsoft Azure administration

Documentation skills

Client handling

Leadership qualities

Tools

Cisco

Fortinet

Veeam

Acronis

Synology

Job description

Position Overview

The Senior Technical Support Executive will be responsible for delivering advanced technical support, handling complex IT infrastructure issues, and leading deployment/implementation activities across client environments. This role requires deep hands‑on expertise in networking, servers, virtualization, cloud platforms, security, surveillance systems, and backup/DR technologies. The candidate will also mentor junior engineers, lead critical projects, and ensure high service quality and client satisfaction.

Key Responsibilities

• Advanced Technical Support & Troubleshooting

  Handle escalated L2/L3 support tickets related to network, server, cloud, and security environments. Diagnose and resolve complex issues involving hardware, software, OS, network, and cloud services. Perform onsite support for high‑priority cases and customer escalations. Coordinate with OEM support teams for advanced issues.

• Network Infrastructure Management

  Configure and troubleshoot Layer 2 & Layer 3 networks, including switches, routers, firewalls, load balancers, VLANs, routing protocols, VPNs, QoS, and network security policies. Implement wireless solutions, Wi‑Fi controllers, heat mapping, and RF optimization. Monitor and optimize network performance using specialized tools.

• Server, Virtualization & Storage

  Deploy, configure, and manage Windows Server (AD, GPO, DFS, DHCP, DNS), Hyper‑V/VMware ESXi virtual environments, file servers, application servers, and domain controllers. Perform server hardening, patching, and performance tuning. Work with NAS/SAN storage and iSCSI environments.

• Cybersecurity & Surveillance Systems

  Configure and maintain firewall policies, UTM features, IPS/IDS, web filtering, and endpoint security. Deploy and troubleshoot CCTV/IP surveillance systems, NVR/VMS configurations. Implement security best practices and perform periodic audits.

• Data Backup, Replication & DR

  Deploy, manage, and troubleshoot backup solutions (Veeam, Acronis, Synology, Cloud Backup, etc.). Configure backup jobs, replication, and retention policies. Execute DC‑DR drills, failover/failback, and business continuity tasks. Maintain backup health checks and ensure recovery readiness.

• Cloud Solutions (Microsoft & Azure)

  Manage the Microsoft/Azure environment (Exchange, Teams, SharePoint, OneDrive, security & compliance). Deploy and support Azure services including VMs, backup & site recovery, networking and identity (Azure AD). Handle migrations (email, servers, data).

• Team Leadership & Coordination

  Provide technical guidance and mentorship to junior and mid‑level engineers. Review service tickets, ensure SLA adherence, and improve support quality. Lead projects, deployments, and client IT transformations. Coordinate with sales, project, and management teams for solution delivery.

• Documentation & Reporting

  Prepare detailed documentation for configurations, network diagrams, and change logs. Maintain SOPs and best‑practice guides. Provide reports on incident trends, problem resolutions, and improvement areas.

Requirements

Required Skills & Qualifications

• 3–7 years of experience in IT support or system integration.
• Strong knowledge of switching, routing, firewalls (Cisco, Fortinet, Sophos, Mikrotik, etc.).
• Windows Server & Active Directory proficiency.
• Hyper‑V/VMware virtualization experience.
• Backup solutions expertise (Veeam, Acronis, Synology).
• Microsoft Azure administration.
• NAS/SAN storage & surveillance systems.
• Hands‑on troubleshooting and root‑cause analysis skills.
• Excellent communication & client‑handling skills.
• Leadership qualities, mentoring ability, and ownership mindset.
• Ability to manage multiple projects & escalations simultaneously.
• Strong documentation and presentation skills.

Preferred Certifications

• CCNA / CCNP
• Fortinet NSE4 or above
• Microsoft Azure Admin Associate
• VMware VCP
• Microsoft Virtualization
• Veeam VMCE
• CompTIA Security+