Technical Support Engineer (L3)

Zenzero; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A growing IT solutions provider in South Africa is seeking an IT Support Specialist to join their team. The role involves supporting and optimizing various IT systems, primarily Microsoft-based. Responsibilities include providing helpdesk services, monitoring customer infrastructures, and ensuring compliance with performance targets. Applicants should have strong technical skills, particularly in Microsoft technologies and PowerShell scripting. A security-focused attitude and excellent communication skills are essential for success in this role.

Benefits

On-call opportunities at an additional rate

Bonuses for completing IT certifications

Qualifications

• In-depth understanding of Microsoft technology stack.
• Experience in management of VPN, firewalls, endpoint protection.
• Knowledge of ITIL framework and methodologies.

Responsibilities

• Provide helpdesk services for customer systems.
• Monitor and maintain customer infrastructures.
• Liaise with 3rd party support teams.

Skills

Knowledge of Microsoft 365

PowerShell scripting

Technical problem-solving

Security-focused attitude

Tools

ConnectWise

ServiceNow

Job description

Play a vital role in supporting and optimising both established and bespoke systems as part of our growing DDS team. Infrastructure, Copilot, and automation experience are desirable. On‑call opportunities at an additional rate and bonuses for completing IT certifications are available.

The successful applicant will be responsible for (but not limited to):

• Providing helpdesk services and support for customer systems and infrastructure up to 3rd level across a varied range of systems but mostly Microsoft based; in line with business requirements and to agreed SLA objectives.
• Liaising with customer and 3rd party support and operations teams
• Monitoring and maintenance of customer infrastructures and security.
• Providing application/ hardware configuration, deployment and technical project assistance and guidance for internal and customer projects.
• Flexible attitude to working, some weekend/evening work may be required including participation in on-call team.
• Effective time management and note taking through ConnectWise.
• Experience using ticketing systems such as ConnectWise and ServiceNow.
• Communicating with customers, via the appropriate channels, always ensuring the written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Applicant required technical attributes:

• Knowledge and technical understanding of Microsoft 365 and on-premises/cloud infrastructure.
• In-depth understanding of Microsoft technology stack, including Server, Exchange, Active Directory, DNS, IIS, Group Policy, and Hyper‑V.
• Experience in the management/administration of VPN’s, firewalls, endpoint protection, anti‑malware and email‑security solutions.
• In‑depth understanding of LAN/WAN technologies, including switch, firewall, router configurations and deployments.
• PowerShell scripting (from an administrative/automation perspective)
• Business Continuity/Disaster Recovery/Backup Solutions.
• Awareness of ITIL framework and methodologies.
• Linux exposure or experience.
• Awareness of compliance and governance frameworks such as Cyber Essentials and ISO 27001.
• Co‑pilot knowledge. – Preferred skill.
• PowerShell or other automation experience. – Preferred skill.

Applicant required personal attributes:

• Security‑focused attitude.
• High attention to detail.
• Ability to follow procedures and make any updates required.
• Strong written and oral communication skills, especially when talking technical in a non‑technical way.
• Good technical problem‑solving skills, in or out of the box thinking both acceptable.
• Highly curious and learning driven attitude to new technologies and opportunities.
• Capable team worker but equally happy working alone with strong self‑management skills in time and workload prioritisation.
• Comfortable taking onus over internal projects and support work using initiative.