Tier 2 Technical Support / Systems Administrator

SUMMARY:
The Tier 2 Technical Support/Systems Administrator provides advanced technical support, systems
administration, and operational support across the organisation's IT environment. Acting as the primary escalation point from the Service Desk (Tier 1), the role resolves complex incidents, administers core systems, maintains endpoint environments, and supports infrastructure operations.
 
As part of the Support Division, the role works closely with the Infrastructure Team (Tier 3), providing operational support and escalating specialist engineering, architecture, or platform-related issues when required.

POSITION INFO:
Key Performance Areas (KPAs): Advanced Technical Support Systems Administration Endpoint and Application Management Infrastructure Operations System Monitoring and Preventative Maintenance Project and Change Support Documentation and Knowledge Management Key responsibilities\/duties: Advanced technical support: Resolve complex incidents and service requests escalated from Tier 1. Investigate software, operating system, authentication and endpoint issues. Perform advanced troubleshooting across desktop, server and application environments. Identify root causes and implement permanent resolutions where appropriate. Escalate specialist infrastructure issues to Tier 3. Ensure all work is completed within agreed SLAs. Maintain accurate ticket documentation. Systems administration: Administer Active Directory. Manage Microsoft 365 administration. Maintain user accounts and permissions. Configure Group Policies. Manage file shares and security permissions. Support Windows Server services. Maintain shared resources. Perform account provisioning and deprovisioning. Assist with identity and access management. Endpoint and application management: Install and maintain approved software. Apply software updates, security patches, and required upgrades. Support Windows operating systems. Troubleshoot business applications. Perform hardware diagnostics. Coordinate warranty repairs. Maintain endpoint compliance. Support mobile devices where applicable. Infrastructure operations support: Assist Infrastructure by: Supporting server administration. Performing backup verification. Monitoring server health. Assisting with infrastructure maintenance. Apply approved patches to supported systems. Assist with firmware updates on network devices, including switches, where appropriate. Gain exposure to infrastructure maintenance across both systems and networking environments. Performing scheduled maintenance. Assisting with storage administration. Supporting virtual environments. Conducting operational health checks. Monitoring service availability. Monitoring and preventative maintenance: Monitor infrastructure alerts. Review system logs. Investigate recurring faults. Recommend operational improvements. Monitor system performance. Assist with capacity monitoring. Project and change support: Assist with: Infrastructure rollouts Microsoft 365 implementations Server migrations Hardware deployments Operating system upgrades Testing Changes approved User Acceptance Testing Documentation and knowledge management: Create technical documentation. Maintain SOPs. Develop Knowledge Base articles. Update system records. Maintain asset information. Mentor Tier 1 technicians. Share technical knowledge. Promote best practices. Other requirements: Participate in the after-hours roster where required. Provide standby support according to operational requirements. Participate in troubleshooting sessions and informal training opportunities with third-party vendors Assist with major incident resolution. Support business continuity activities. Participate in disaster recovery testing. Undertake cross-functional tasks within the Support Division. Maintain confidentiality of company information. Adhere to Change Management processes. Follow Information Security policies and procedures. Physical requirements: Lift and carry equipment up to 20kg. Rack and install equipment where required. Work in server rooms and communication cabinets. Essential qualifications: Matric CompTIA A+ CompTIA Network+ Microsoft Certified (Modern Desktop \/ Azure \/ Microsoft 365) or equivalent. Linux+ or LPIC 1 Desirable qualifications: Microsoft Certified Administrator Security+ VMware VCP (advantageous) Essential experience: 3-5 years in IT Support or Systems Administration. Active Directory administration. Microsoft 365 administration. Windows Server administration. Desktop support. ITSM platforms. Hardware troubleshooting. Endpoint deployment. User administration. Desirable experience: DNS DHCP VPN technologies Microsoft Entra ID Virtualisation (VMware\/Hyper-V) Backup platforms PowerShell Microsoft Intune Endpoint management platforms Knowledge and skills: Technical: Windows Server Active Directory Microsoft 365 DNS C DHCP fundamentals Endpoint management Backup administration Networking fundamentals Problem Management Professional : Advanced troubleshooting Analytical thinking Customer service Communication Time management Prioritisation Documentation Decision making Mentoring Collaboration Attributes: Detail oriented Team player Proactive Adaptable Self-motivated Professional Accountable