Senior Support Engineer (End-User/EUC) (CPT Onsite)

SUMMARY:
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POSITION INFO:
ENVIRONMENT: DELIVER consistent, high-quality first- and second-line support to end users to ensure productivity and service continuity as the next Senior Support Engineer wanted by a dynamic Internet Service & Network Specialist to join its team. This role focuses on effective incident and service request management, second-line troubleshooting, and supporting endpoint\/application rollouts, while maintaining accurate ITSM records and knowledge documentation in line with organisational standards and audit requirement. Support typically includes (where applicable): user endpoints (laptops\/desktops\/cell phones\/tablets), standard and non0standard corporate applications, collaboration tooling, printers\/peripherals, user access and authentication issues, device provisioning and software deployments, and meeting room \/ AV support. This role will also extend to supporting first level support calls for Network, Security, and Infrastructure related incidents. Applicants will need Matric\/Grade 12, a suitable IT-related Diploma\/Certificate, Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Microsoft 365 Certified: Fundamentals (MS-900), A+, N+, Security+, ITI4L Foundation with 3-5 years’ experience supporting End-user Computing (EUC) environments, providing first – and – second line support.   DUTIES: Functional Support - ·        Incident & Service Request Management. ·        Provide 1st and 2nd Line support by diagnosing and resolving end-user hardware\/software\/application issues, managing service requests efficiently, and maintaining clear communication throughout the ticket lifecycle. (Entra ID, Intune, Manage Engine, N-Central). ·        Provide first level support for Network, Security and Infrastructure incidents and requests. ·        Populate information to relevant Knowledge Bases and create standard operating procedures when required. ·        Implementations and Second-Line Support ·        Support EUC rollouts and upgrades and resolve escalated issues requiring deeper troubleshooting and coordination to minimise business disruption.   Documentation and Compliance - ·        Maintain accurate service records and operational documentation to support audit readiness, repeatability, and continuous improvement.   REQUIREMENTS: Qualifications - ·        Matric \\ Grade 12 (Compulsory). ·        Relevant IT qualification (e.g., Diploma\/Certificate) or equivalent experience. ·        Microsoft 365 Certified: Endpoint Administrator Associate (MD-102). ·        Microsoft 365 Certified: Fundamentals (MS-900). ·        A+. ·        N+. ·        Security+. ·        ITI4L Foundation.   Experience\/Skills - ·        3-5 Years experience supporting End-user Computing (EUC) environments, providing first – and – second line support. ·        Demonstrated experience delivering first- and second-line end-user support within a structured Service Desk or End User Computing (EUC) environment, utilising an IT Service Management system.  ·        Practical experience supporting end-user devices, operating systems, standard productivity applications, and associated peripherals in a corporate environment.  ·        Proven ability to investigate, resolve and appropriately escalate incidents and service requests, coordinating with internal resolver teams or external service providers as required.  ·        Experience participating in end-user technology implementations, including device deployments, IMACD activities, application upgrades, and user onboarding or offboarding processes.  ·        Consistent record of maintaining accurate service records, user communications, and contributing to operational documentation or knowledge bases in line with organisational standards.  ·        Familiarity with Microsoft Endpoint and productivity environments (e.g., Windows, Microsoft 365). ·        IT Service Management. ·        IT policies and procedures. ·        Information Security. ·        ITIL. ·        Valid Driver’s License and own reliable vehicle.   ATTRIBUTES: ·        Analytical skills. ·        Problem-solving. ·        Teamwork. ·        Communication. ·        Time Management. ·        Professional Conduct. ·        Service Delivery. ·        Stakeholder Management.