IT Engineer (Infrastructure and Networking) - L2

SUMMARY:
KEY DELIVERABLES 1. Technical Support Provide expert technical support to clients through both

POSITION INFO:

JOB PURPOSE STATEMENT

The Mid-tier Engineer plays a pivotal role in providing technical support expertise to our client base and ensure clients are delighted and serviced at a high standard. Subscribing to the company culture and values. To have a continuous improvement mindset striving for personal and professional excellence. Your industry-recognised expertise positions you as a mentor and influencer to junior engineers, offering guidance and knowledge transfer to technical staff within your specialised discipline.

KEY DELIVERABLES

1. Technical Support

• Provide expert technical support to clients through both onsite and remote assistance.
• Manage the development and implementation of technical solutions and serve as an escalation point for junior technicians.
• Follow through on all allocated tasks to completion and ensure a consistently high level of service delivery — clients must be delighted with your work.
• Response times must align with client contract terms, and calls should be escalated immediately if they cannot be resolved within the contracted resolution time.
• Typical support areas include
  • Microsoft environments (Server, Desktop, M365, Azure),
  • virtualization platforms (VMware, Hyper-V),
  • Tier 1 hardware (servers, storage, networking),
  • firewall and security solutions (especially Sophos and Fortigate),
  • SD-WAN technologies,
  • endpoint protection and antivirus,
  • VOIP systems,
  • general networking (IP configuration, subnetting, VLANs, routing),
  • threat hunting, and
  • security remediatio

2. Administration

• Meet weekly with the Service Delivery Manager (SDM) and/or Helpdesk Manager to align on projects and activities.
• Take full ownership of allocated tasks and complete them timeously.
• Maintain a proactive approach with the SDM and Technical Director to ensure forward momentum.
• Ensure that all client technical documentation is current and that all administrative work is consistently updated in the relevant systems.
• Maintain technical certifications, achieve your billable hour targets, and ensure 100% of your time is accounted for in the service desk system.

3. Solutions

• Support, deploy, maintain, and troubleshoot enterprise-grade environments and public cloud-hosted architecture for customers.
• Ensure thorough and accurate documentation of all solutions.

4. Internal and External Communication

• Communicate effectively using the company’s communication tools such as WhatsApp, Microsoft Teams, and the service desk platform.
• Build and maintain positive relationships with both customers and the technical team.
• Ensure quick turnaround time when responding to communication and always maintain a professional and respectful culture in interactions with colleagues and clients.

KEY REQUIREMENTS

• Bachelor’s degree or National Diploma in engineering or related field
• Minimum of 3 years of experience in technical roles
• A keen interest in IT Security (Sophos, Fortinet, Offensive Security etc. )
• A keen interest in Networking (HPE Aruba, Sophos etc.)
• Technical and analytical skills
• Excellent problem-solving and critical thinking skills
• Excellent communication and interpersonal skills
• Able to work as part of a team and independently
• Open-minded to personal growth and development
• Firm understanding of Security Best Practice
• Security First mindset when solving problems