Support Engineer

SUMMARY:
Introduction:
Our client is a UK-based managed IT services provider specialising in IT support, cloud solutions, infrastructure management, and technical consulting. With a Cape Town office, they are seeking an experienced Support Engineer to join their team in a permanent hybrid role, focusing on hands-on technical support within a global client environment. 

Job Purpose:
To own and resolve complex L2/L3 technical incidents and service requests across Microsoft 365, Azure, Windows Server, Active Directory, and networking environments. The role ensures high-quality technical resolution, strong SLA adherence, effective escalation support, and continuous improvement within the service desk function.

POSITION INFO:
REQUIREMENTS Minimum education (essential): National Senior Certificate Minimum applicable experience (years): 5+ years IT support experience Required nature of experience: Hands-on support of Microsoft 365 and Azure environments. Active Directory, Windows Server administration and troubleshooting. Networking support including firewalls, switching, VPNs, VLANs, and Wi-Fi. Incident and request management in a high-volume ticketing environment. Escalation handling and working across multiple client environments. Experience working with UK\/offshore support teams (advantageous). Skills and Knowledge (essential): Microsoft 365 (Entra ID, Exchange Online, Intune). Azure fundamentals and cloud troubleshooting. Windows Server, Active Directory, DNS, DHCP. Networking fundamentals (routing, switching, VPNs, Wi-Fi, firewalls). PSA\/ticketing tools (ConnectWise, Autotask or similar). Strong troubleshooting and root cause analysis. Other: Proficient in English Reliable home working setup with backup power and connectivity (load-shedding resilience). Ability to work hybrid (4 days office, 1 day remote). KEY PERFORMANCE AREAS AND OBJECTIVES Incident Ownership & Resolution Own and resolve complex L2\/L3 incidents end to end. Ensure timely resolution within SLA targets. Provide accurate technical troubleshooting and root cause analysis. Reduce repeat incidents through effective resolution. Escalation Support & Technical Leadership Act as senior escalation point for L1\/L2 engineers. Provide guidance and second-line validation on complex tickets. Support peers with technical decision-making. Maintain calm, structured approach during high-pressure issues. Microsoft & Infrastructure Support Support Microsoft 365 (Entra ID, Exchange Online, Intune). Manage Windows Server and Active Directory environments. Troubleshoot DNS, DHCP, Group Policy and authentication issues. Support Azure-related service incidents and configurations. Networking & Multi-Client Support Troubleshoot LAN\/WAN, VPN, Wi-Fi, switching and firewall issues. Work across multiple client environments effectively. Maintain strong context-switching discipline between tickets. Support connectivity and infrastructure-related incidents. Service Quality, Documentation & Collaboration Maintain high-quality ticket notes and documentation standards. Contribute to knowledge base and process improvements. Participate in shift handovers with UK and offshore teams. Support problem management and recurring issue reduction. Remuneration Offered Market related

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