Advanced Field Support Engineer

SUMMARY:
Well established IT Managed Services company based in Fourways Johannesburg is looking for an experienced and technically proficient Advanced Field Support Engineer to serve as a Team Lead within this Managed Service Provider organisation. This key position involves managing a field support engineer, coordinating client visits, and delivering high-level technical expertise to our clients. The ideal candidate will have extensive Microsoft environment experience, strong firewall configuration skills, and advanced server infrastructure knowledge.

POSITION INFO:
Responsibilities: 

• Technical Leadership & Escalation – Lead and manage a field support engineer, coordinate client visits, and serve as the escalation point for complex technical issues.
• Advanced Troubleshooting & Support – Provide remote and onsite support, advanced desktop troubleshooting, and senior-level server infrastructure support.
• Infrastructure & Security Management – Configure, install, and troubleshoot firewalls (primarily Sophos), manage virtualized environments (VMware, Hyper-V), and oversee Microsoft 365 tenant administration.
• Backup & Disaster Recovery – Implement and manage Veeam backup solutions, ensuring data integrity and recovery capabilities.
• Project Execution & Documentation – Plan and oversee installation projects, maintain comprehensive technical documentation, and ensure smooth deployment of IT solutions.
• Client Relationship & Continuous Improvement – Build strong client relationships through excellent service delivery and stay up to date with emerging technologies.

• Minimum 4 years of intermediate to senior level experience in an MSP environment in a similar role
• Microsoft certifications: MCSE or higher
• CompTIA certifications: A+ and Network+
• Extensive experience with Microsoft server environments and infrastructure
• Advanced knowledge of firewall configuration from scratch (Sophos preferred)
• Strong expertise in virtualized environments (VMware, Hyper-V)
• Experience with Veeam (or other) backup and recovery solutions
• SQL knowledge and experience
• In-depth knowledge of DNS and advanced networking concepts (DNS resolution failures, Incorrect DNS records, DNS propagation delays, Split DNS configurations, DNS cache problems, Reverse DNS lookup issues, DNS security concerns (like DNS poisoning)
• Proven experience with Microsoft 365 management, including tenant administration, admin center, and security admin center
• Experience planning and executing complete installation projects
• Strong problem-solving and critical thinking skills