Advance Support Engineer

SUMMARY:
Our client, who is a supplier of office equipment, is looking for an Advanced Support Engineer (based in Bryanston) who will be responsible for delivering high-level technical support, advanced troubleshooting, and complex problem resolution to customers or clients. Your primary role will be to handle escalated issues, ensure optimal performance of computer systems, networks, hardware, software, and IT 
infrastructure, while mentoring junior team members and contributing to process improvements. 
The role demands deep technical expertise, strong analytical skills, and excellent customer engagement to provide exceptional advanced IT support.
Salary: R65 000 CTC pm - based on experience

POSITION INFO:
Key Responsibilities:

Advanced Troubleshooting and Issue Resolution:

• Diagnose and resolve complex hardware, software, network, and system issues that have been escalated from lower-level support.
• Perform root cause analysis on recurring or critical problems and implement permanent solutions.
• Provide expert-level technical support to customers, both remotely and on-site when required.

• Install, configure, upgrade, and troubleshoot advanced computer hardware components, servers, workstations, storage systems, and peripherals.
• Manage software deployments, operating system updates (Windows, Linux), patches, and application configurations.

• Design, optimise, and troubleshoot complex LAN/WAN networks, connectivity issues, firewalls, and performance bottlenecks.
• Support advanced networking protocols, virtualisation technologies, and infrastructure components.

• Create, update, and maintain detailed technical documentation, including network diagrams, configuration guides, root cause reports, and SOPs.
• Contribute to knowledge base articles and share best practices with the team.

• Work closely with network architects, system administrators, security teams, and third-party vendors to resolve highly complex issues.
• Escalate issues to engineering or development teams when necessary, while managing customer expectations.

• Participate in on-call rotation and respond rapidly to critical system failures, outages, or high-impact incidents.

• Conduct advanced testing, performance tuning, and quality checks on IT systems to ensure high availability and security compliance.
• Identify opportunities for system improvements and implement proactive maintenance strategies.

• Mentor and provide guidance, training, and upskilling to junior engineers and support team members.
• Act as a subject matter expert (SME) in one or more technical domains (e.g., networking, servers, virtualisation, or specific technologies relevant to MIT Space).

• Grade 12 Qualification -
• Diploma or Bachelor's Degree in Information Technology, Computer Science,
• Electrical/Electronic Engineering, or a related field (highly recommended)
• Driver’s License – preferred
• Relevant industry certifications (e.g., CompTIA Network+, CCNA, Microsoft Certified,
• Linux certifications) will be advantageous

• 4–7+ years’ experience in IT support, preferably in the office automation, field service, or enterprise technical support industry
• Proven hands-on experience in advanced on-site and remote hardware/software
• support, complex network troubleshooting, and customer-facing technical roles
• Demonstrated success in handling escalated support cases and mentoring junior staff

• Expert knowledge of computer hardware (servers, workstations, storage, routers/switches, peripherals)
• Advanced proficiency in installing, configuring, and troubleshooting operating systems (Windows Server, Linux) and enterprise software applications
• Strong experience with network design, setup, maintenance, and troubleshooting (LAN/WAN, protocols, performance optimisation, basic security)
• Familiarity with virtualisation technologies, diagnostic tools, scripting/automation, testing procedures, and IT security best practices

• Excellent problem-solving, critical-thinking, and analytical abilities
• Strong customer service focus with exceptional verbal and written
• communication skills (English & Afrikaans)
• Ability to work independently under pressure, manage multiple priorities, and adapt quickly to dynamic environments
• Physical ability to lift equipment (up to 20–50 kg) and perform hands-on hardware work
• Willingness to participate in on-call/emergency response and occasional travel if required