Tier 2 Technician

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

Welcome to Frontline Managed Services - where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Summary

We are seeking a customer-focused and technically proficient Tier 2 IT Support Technician to join our Service Desk team. This role is responsible for providing advanced technical support to end users, resolving escalated issues, and serving as the primary escalation point for Tier 1 technicians. The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and experience supporting Microsoft environments, networking, and business applications.

The Tier 2 Technician will work closely with, Tier 3, and Infrastructure teams to ensure timely resolution of incidents while maintaining high service standards and meeting established Service Level Agreements (SLAs).

Primary Responsibilities

• Answer phone calls and work IT tickets for our client base.

• Troubleshoot and resolve escalated hardware, software, and operating system issues.

• Provide remote support for desktops, laptops, mobile devices, printers, and peripherals.

• Diagnose Microsoft 365, Exchange Online, Teams, SharePoint, and Azure Active Directory issues.

• Support Windows 10/11 operating systems and common business applications.

• Troubleshoot networking issues including VPN connectivity, DNS, DHCP, TCP/IP, and wireless networking.

• Manage Active Directory user accounts, group memberships, password resets, and permissions.

• Assist with onboarding and offboarding activities including account provisioning and device configuration.

• Perform software installations, upgrades, and patching.

• Document troubleshooting steps and resolutions within the ticketing system.

• Escalate complex issues to Tier 3 or engineering teams when appropriate.

• Maintain ownership of incidents through resolution while communicating status updates to customers.

• Participate in knowledge base creation and process improvement initiatives.

• Participate in on-call or after-hours support as required.

Required Qualifications

• 2-5 years of IT Help Desk or Service Desk experience.

• Strong troubleshooting skills across Windows operating systems.

• Experience supporting Microsoft 365 and Azure Active Directory.

• Working knowledge of Active Directory administration.

• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

• Experience supporting remote users utilizing remote support tools.

• Familiarity with ticket management systems and SLA-driven environments.

• Excellent written and verbal communication skills.

• Strong organizational and time management abilities.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience working within a Managed Service Provider (MSP) environment.

• Experience supporting legal, healthcare, or professional services organizations.

• Familiarity with Microsoft Intune, Entra ID, and Autopilot.

• Experience with RMM and PSA platforms (e.g., ConnectWise, Datto RMM, Automate).

• Knowledge of virtualization technologies such as VMware or Hyper-V.

• Experience with cybersecurity best practices and endpoint protection solutions.

Desired Competencies

• Excellent customer service mindset.

• Strong analytical and problem-solving abilities.

• Ability to work independently with minimal supervision.

• Collaborative team player.

• Effective verbal and written communication.

• Attention to detail and documentation quality.

• Continuous learner with a desire to expand technical knowledge.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

"We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status."

"We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status."