SUMMARY:
-
POSITION INFO:
ENVIRONMENT: PROVIDE advanced technical support to clients of a dynamic provider of Cybersecurity solutions seeking a Tier 2 IT Support Technician by resolving escalated IT issues, maintaining end-user systems, and supporting daily IT operations. You will ensure reliable, secure, and efficient IT services while escalating complex incidents to Tier 3 when required. Applicants will require an IT qualification\/Diploma or equivalent practical experience with at least 2-4 years of IT Support or Service Desk experience with good knowledge of Windows operating systems, Microsoft 365, Active Directory & basic networking. You must also have a solid understanding of IT security, patch management, backups, and incident management. You must have a high command English, your own - Internet \/ Hardware\/Back-up Power and you will work SA hours. DUTIES: · Technical Support: Investigate and resolve escalated hardware, software, operating system, application, and connectivity issues. · Systems Administration: Support Windows workstations, Windows Server, Active Directory, user accounts, permissions, Group Policy, and Microsoft 365. · Networking: Troubleshoot basic LAN\/WAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues. · Endpoint Management: Install, configure, maintain, and troubleshoot laptops, desktops, printers, peripherals, and business applications. · Cybersecurity: Assist with antivirus\/EDR alerts, patching, MFA, access controls, and security remediation according to established procedures. · Monitoring and Maintenance: Monitor system alerts, perform routine maintenance, assist with backups, and identify potential technical risks. · Incident Management: Log, prioritise, update, and resolve support tickets within agreed SLAs, escalating complex or high-impact incidents to Tier 3. · Documentation: Maintain accurate ticket records, troubleshooting notes, asset information, and knowledge-based articles. · Client Service: Provide professional, timely communication and technical guidance to clients and end users. · Team Collaboration: Work with Tier 1 Technicians, the Tier 3 Technical Lead, and other Technical teams to ensure effective service delivery. REQUIREMENTS: Qualifications – · IT qualification, Diploma, or equivalent practical experience. Experience\/Skills - · 2-4 Years of experience in IT Support or a Service Desk environment. · Good working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking. · Experience with ticketing systems, remote support tools, and endpoint management. · Understanding of IT security, patch management, backups, and incident management. · CompTIA A+, Network+, Microsoft, or equivalent certifications are advantageous. · Strong troubleshooting and problem-solving skills. · Awareness of Cybersecurity best practices and safe IT administration. ATTRIBUTES: · Good communication and customer-service abilities. · Effective time management and prioritisation. · Attention to detail and accurate documentation. · Teamwork, accountability, and willingness to learn.
