Tier 2 IT Support Technician: Microsoft & Networking Expert

Frontline Managed Services; Cape Town; On-site; ZAR 320,000 - 420,000; Full time

Job summary

Frontline Managed Services is seeking a customer-focused Tier 2 IT Support Technician to join the Service Desk. The role provides advanced technical support for end users, resolves escalated issues, and serves as the primary escalation point for Tier 1.

You will collaborate with Tier 3 and Infrastructure teams to meet SLAs and ensure timely incident resolution. The candidate should have strong troubleshooting, excellent customer service, and experience supporting Microsoft environments,

Qualifications

• 2-5 years of IT Help Desk or Service Desk experience.
• Proficient troubleshooting across Windows OS.
• Experience with Microsoft 365 and Azure AD.
• Active Directory administration experience.
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience supporting remote users via remote tools.
• Familiarity with ticketing systems and SLAs.
• Strong written and verbal communication.

Responsibilities

• Answer phone calls and work IT tickets for our client base.
• Troubleshoot and resolve escalated hardware, software, and OS issues.
• Provide remote support for desktops, laptops, mobiles, printers, and peripherals.
• Diagnose Microsoft 365, Exchange Online, Teams, SharePoint, and Azure AD issues.
• Support Windows 10/11 and common business apps.
• Troubleshoot networking including VPN, DNS, DHCP, TCP/IP, Wi-Fi.
• Manage Active Directory users, groups, passwords, permissions.
• Assist onboarding/offboarding and device provisioning.
• Perform software installs, upgrades, patches.
• Document troubleshooting steps in the ticketing system.
• Escalate complex issues to Tier 3 or engineering.
• Maintain incident ownership and communicate status.
• Contribute to knowledge base and process improvements.
• Participate in on-call or after-hours support.

Skills

Customer service

Troubleshooting

Communication

Time management

Prioritization

Education

CompTIA A+ or equivalent

Tools

Active Directory

Microsoft 365

Azure Active Directory

VPN

RMM/PSA tools

Job description

Frontline Managed Services is seeking a customer-focused Tier 2 IT Support Technician to join the Service Desk. The role provides advanced technical support for end users, resolves escalated issues, and serves as the primary escalation point for Tier 1.

You will collaborate with Tier 3 and Infrastructure teams to meet SLAs and ensure timely incident resolution. The candidate should have strong troubleshooting, excellent customer service, and experience supporting Microsoft environments,