IT/Computer - Other IT/Computer Johannesburg FULL TIME Job Summary Support Engineer Technical Support (On the road) (JHB) Engineering/Technical ~ IT - Support Johannesburg - Gauteng - South Africa ENVIRONMENT: A tech-savvy Support Engineer who enjoys solving tech problems is wanted by a dynamic provider of comprehensive IT solutions to join its hands-on team at its Joburg division. You will play a key role in delivering exceptional IT support to clients. Youll have the opportunity to work on interesting projects, develop your technical skills, and grow your career in a supportive environment. The ideal candidate will be confident, motivated, and tech-savvy with Matric/Grade 12, have Networking+ and A+ Certifications with 5+ years in a technical support or MSP environment including supporting Windows Server, Office 365, and networking infrastructure. Your other tech skills must include DNS, DHCP, Active Directory, Windows Server 2012 and up, Hyper-V, Azure & TCP/IP. DUTIES: Technical Support & Troubleshooting - * Provide 1st Line Support for hardware, software, and network-related issues. * Effectively troubleshoot issues and escalate complex problems to the Escalation Team or relevant stakeholders. * Guide users through product features, setup, and common troubleshooting steps. * Collaborate with third-party vendors to resolve technical issues when necessary. Ticket Management - * Attend to and manage assigned support tickets from start to resolution. * Maintain detailed and timely updates on all ticket progress. * Ensure each ticket includes a clear summary of work completed or resolution applied. * Prioritize and complete tickets within defined SLA timeframes. Client Communication & Service - * Maintain clear, professional, and proactive communication with clients throughout the support process. * Manage client expectations effectively and ensure a positive support experience. * Provide guidance, recommendations, and technical insight to assist clients and improve their IT environments. Process Improvement & Documentation - * Log and document all client interactions accurately in support systems. * Identify recurring issues and suggest process improvements to enhance support efficiency. * Propose IT enhancements to assigned vCIOs that can improve the client's infrastructure and experience. * Assist in developing and refining internal policies and procedures. Collaboration & Development - * Participate in the development of new features, bug fixes, and software improvements. * Support customer-specific and engineering-driven initiatives within multicast and networking environments. * Conduct peer code/design reviews and collaborate with adjacent teams on programming interfaces. * Develop automated tests to support QA efforts and ensure high-quality software delivery. Ongoing Learning & Tech Advancement - * Proactively research unfamiliar topics and self-learn new technologies. * Stay up to date with the latest tools, trends, and best practices in the IT industry. * Share knowledge and contribute to a culture of learning and growth within the team. \*After-hours duty every few weeks for a week on a rotation basis with other Engineers/Technicians - Non-negotiable. REQUIREMENTS: Qualifications - * Matric / Grade 12. * Networking+ and A+ Certifications. * MCSE/MCSA or equivalent (Preferred). Experience/Skills * 5+ Years in a technical support or MSP environment. * Experience supporting Windows Server, Office 365, and networking infrastructure. * Exposure to ITIL best practices and working within SLA frameworks. * DNS, DHCP, Active Directory. * Networking fundamentals, security best practices. * Hardware and software troubleshooting. * Configuring routers, switches, firewalls, and wireless access points. * Windows Server 2012 and up, including Hyper-V. * Office 365, Google Workspace configuration. * Cloud infrastructure (Microsoft Azure, third-party providers). * Basic MikroTik and general firewall rule configuration. * Familiarity with editing DNS records (CNAME, TXT, MX). * TCP/IP, subnetting, port forwarding. ATTRIBUTES: * Customer-focused with a passion for helping others. * Strong communicatorboth verbal and written. * Excellent time management and organizational skills. * Proactive, self-motivated, and eager to learn. * Detail-oriented with strong memory recall. * Collaborative mindset, ready to both teach and be taught. * Able to manage multiple priorities and adapt quickly to new tools and technologies. Apply for this Job Datafin Recruiter