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Johannesburg: Support Engineer Technical Support (On the road) (JHB) posted by Datafin

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Job Description

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.
View Job  South Africa: Data and AI Governance Lead - Hybrid Melrose Arch - R1.5m PA posted by E-Merge
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