Senior Support Engineer

Senior Support Engineer x2

Our client is an established IT services and managed solutions provider focused on helping businesses maintain secure, stable and reliable technology environments. They work closely with clients to support their IT infrastructure, resolve complex technical challenges and implement solutions aligned with business requirements. Two Senior Support Engineers are required to provide advanced technical support, act as escalation points, assist with infrastructure projects and help clients optimise the security, reliability and performance of their IT environments based in Bellville. Responsibilities: Technical Support • Provide Tier 2 and Tier 3 technical support across client environments. • Act as the technical escalation point for complex incidents and issues. • Troubleshoot and resolve server, network, cloud, security, end-user, printer and business application issues. • Support Microsoft 365, Exchange Online, Entra ID, MFA, mailboxes, permissions and user accounts. • Troubleshoot networking, wireless, VPN, DNS and DHCP issues. • Perform routine maintenance, patching, monitoring and system health checks. • Take ownership of technical issues through to resolution. Infrastructure & Systems • Deploy, maintain and support Microsoft 365, Azure, Windows Server, VMware and Hyper-V environments. • Support networks, firewalls, security platforms, VoIP, cloud services and backup solutions. • Monitor client environments and proactively identify potential risks. • Assist with server upgrades, migrations, refreshes and infrastructure improvements. • Ensure infrastructure is maintained according to company standards and best practices. Security & Business Continuity • Manage and support endpoint, antivirus, email, firewall and cybersecurity solutions. • Identify and address security risks within client environments. • Configure, maintain and monitor backup and disaster recovery solutions. • Verify backups and conduct recovery testing where required. • Assist clients in improving the security and resilience of their IT environments. Projects & Implementations • Assist with technical assessments, solution scoping and Statements of Work. • Implement approved technical solutions according to company standards. • Participate in cloud migrations, infrastructure upgrades, cybersecurity initiatives and client onboarding. • Work closely with Project Engineers and delivery teams to achieve agreed outcomes. • Provide technical input into proposals and solution recommendations. • Produce accurate technical documentation for completed work. Client & Vendor Management • Build and maintain trusted professional relationships with clients. • Communicate effectively with both technical and non-technical stakeholders. • Keep clients informed and manage expectations throughout support requests and projects. • Identify opportunities to improve security, reliability, performance and user experience. • Liaise with software vendors, hardware suppliers, ISPs and third-party service providers. • Coordinate warranty claims, repairs, replacements and vendor escalations. • Assist with hardware procurement recommendations and solution evaluations.

Documentation & Team Support • Maintain accurate documentation of client environments, systems and configurations. • Ensure tickets, project notes and work records are kept up to date. • Create and maintain technical procedures and knowledge-base articles. • Assist with reporting and service reviews. • Mentor and support junior engineers and helpdesk staff. • Share technical knowledge and contribute to improving internal processes and service delivery. • Collaborate with Helpdesk, Projects, Cybersecurity and Client Success teams. Requirements: • Minimum 5 years experience in an MSP, infrastructure, systems administration or senior support environment. • Strong experience with Microsoft 365, Azure, Windows Server, networking, security, backups and cloud

technologies. • Experience supporting and troubleshooting firewalls, VPNs and business-critical infrastructure. • Experience acting as a technical escalation point and handling complex troubleshooting and root-cause analysis. • Experience assisting with technical projects, implementations and client onboarding. • Strong troubleshooting, analytical and problem-solving skills. • Excellent verbal and written communication skills. • Ability to work independently while managing multiple priorities. Technical Experience: • Microsoft 365, Entra ID, Exchange Online, Intune, Windows Autopilot and Conditional Access. • Microsoft Azure and Windows Server. • VMware and/or Hyper-V and NAS storage platforms. • TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi and VPN. • Firewall management. • Endpoint and email security platforms. • Backup and disaster recovery solutions. • VoIP systems. • Printer and peripheral support. • Managed Services Provider environments. Preferred Experience: • Microsoft Azure Administrator Associate. • Microsoft 365 Administrator. • Microsoft Modern Desktop Administrator or current equivalent. • Fortinet FCP or relevant Fortinet certification. • CompTIA Network+ or Security+. • VMware VCP. Key Competencies: • Strong ownership and accountability. • High technical and problem-solving ability. • Excellent client relationship and communication skills. • Proactive approach to identifying risks and improvements. • Strong attention to detail and documentation. • Ability to work under pressure and manage competing priorities. • Team-oriented with a willingness to mentor and share knowledge. • Commitment to continuous learning and professional development. • High standards of quality and service delivery.