ENVIRONMENT:

DELIVER consistent, high-quality first- and second-line support to end users to ensure productivity and service continuity as the next hands-on Senior Support Engineer wanted by a dynamic Internet Service & Network Specialist. This role focuses on effective incident and service request management, second-line troubleshooting, and supporting endpoint/application rollouts, while maintaining accurate ITSM records and knowledge documentation in line with organisational standards and audit requirement. Support typically includes (where applicable): user endpoints (laptops/desktops/cell phones/tablets), standard and non-standard corporate applications, collaboration tooling, printers/peripherals, user access and authentication issues, device provisioning and software deployments, and meeting room / AV support. You must have Matric/Grade 12 with 3–5 years’ experience supporting end-user computing environments, providing first- and second-line support.

DUTIES:

Functional Support:

Incident & Service Request Management -

• Provide first- and second-line support by diagnosing and resolving end-user hardware/software/application issues, managing service requests efficiently, and maintaining clear communication throughout the ticket lifecycle.

Implementations and Second-Line Support -

• Support EUC rollouts and upgrades and resolve escalated issues requiring deeper troubleshooting and coordination to minimise business disruption.

Documentation and Compliance -

• Maintain accurate service records and operational documentation to support audit readiness, repeatability, and continuous improvement.

REQUIREMENTS:

• Matric / Grade 12.
• Recommended Certifications: (At least 3 of the below)) -
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft 365 Certified: Fundamentals (MS-900)
• A+
• N+
• Security+
• ITI4L Foundation
• Relevant IT qualification (e.g., Diploma/Certificate) or equivalent experience.
• Familiarity with Microsoft endpoint and productivity environments (e.g., Windows, Microsoft 365).
• 3–5 Years’ experience supporting end-user computing environments, providing first- and second-line support.
• Demonstrated experience delivering first- and second-line end-user support within a structured Service Desk or End User Computing (EUC) environment, utilising an IT Service Management system.
• Practical experience supporting end-user devices, operating systems, standard productivity applications, and associated peripherals in a corporate environment.
• Proven ability to investigate, resolve, and appropriately escalate incidents and service requests, coordinating with internal resolver teams or external service providers as required.
• Experience participating in end-user technology implementations, including device deployments, IMACD activities, application upgrades, and user onboarding or offboarding processes.
• Consistent record of maintaining accurate service records, user communications, and contributing to operational documentation or knowledge bases in line with organisational standards.

ATTRIBUTES:

• Demonstrates accountability and ownership by taking responsibility for assigned tasks and following issues through to resolution.
• Demonstrates an understanding of how end-user IT services support overall business operations and employee productivity.
• Communicates clearly, professionally, and respectfully with end users, peers, and stakeholders across varying levels of technical understanding.
• Applies sound judgement in prioritising work based on business impact, service urgency, and agreed service levels.
• Maintains a customer-focused approach, showing patience, empathy, and composure when handling user issues and competing priorities.
• Operates with professionalism, integrity, and discretion when handling business information, user data, and sensitive issues.
• Exhibits effective time management and prioritisation skills in a dynamic, ticket-driven environment.
• Adheres to organisational policies, procedures, and compliance requirements while delivering consistent service outcomes.
• Collaborates constructively within teams, showing willingness to support colleagues, share knowledge, and contribute to continuous improvement.
• Shows a commitment to continuous improvement, professional development, and maintaining skills relevant to the business environment.