ENVIRONMENT:

YOUR strong technical ability & problem-solving skills are wanted by a dynamic ICT Service Provider in Somerset West to fill the role of its next S2 Support Engineer. You will be responsible for handling support requests, troubleshooting technical issues, assisting with escalations, and contributing to ongoing improvements across systems and processes. This is a role for someone who enjoys solving problems, working with structure, and taking ownership of tasks from start to finish. Applicants will require 4-5 years suitable work experience including strong troubleshooting, problem-solving skills and the ability to handle increasing complexity over time.

DUTIES:

Support & Troubleshooting (Core) -

· Handle incoming support requests via the Helpdesk system.

· Diagnose and resolve user, system, and network-related issues.

· Ensure all work is logged clearly with notes and next steps.

· Follow structured troubleshooting processes.

Escalation & Technical Support -

· Escalate issues when required with clear and complete information.

· Support higher-level troubleshooting where needed.

· Follow escalation paths and processes correctly.

· Assist in resolving more complex technical issues over time.

Systems & Stability -

· Contribute to maintaining stable and reliable client environments.

· Identify recurring issues and flag for improvement.

· Assist in implementing fixes and preventative measures.

Documentation & SOP Compliance (Non-Negotiable) -

· Follow all SOPs and internal processes.

· Document work clearly and consistently.

· Update knowledge base articles where required.

· Ensure no work is completed without proper logging.

Communication & Professionalism -

· Communicate clearly with clients and internal teams.

· Provide regular updates on work in progress.

· Manage expectations professionally.

· Maintain a calm, solution-focused approach.

REQUIREMENTS:

· 4-5 Years relevant work experience.

· Strong troubleshooting and problem-solving ability.

· Ability to handle increasing complexity over time.

· Continuous improvement in technical capability.

ATTRIBUTES:

· Enjoys solving problems and working with systems.

· Is organised and follows process naturally.

· Communicates clearly and professionally.

· Takes pride in doing work properly.

· Is reliable, consistent, and accountable.

· Wants to grow in a technical environment.