Technical Support Engineer II

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Address escalated support inquiries and intricate technical challenges

• Manage break/fix scenarios, application setups, and user-level configuration adjustments

• Diagnose problems related to Windows, macOS, Microsoft 365, networking, servers, and cloud services

• Offer both remote and onsite assistance for client environments

• Configure and provide support for Windows Server versions 2016, 2019, and 2022

• Aid in the setup of Hyper-V hosts as well as server management, networking, and security tasks

• Troubleshoot and implement SonicWall firewalls

• Oversee networking switches and access points

• Support Microsoft 365, Intune, Azure, Datto BCDR, SaaS Backup, and other contemporary technologies in client environments

• Offer direction and mentorship to Level I technicians

• Collaborate with the technical team to provide outstanding client service

• Appropriately escalate tickets and contribute to collective technical knowledge

• Utilize Autotask for precise documentation, monitoring, updating, and timely escalation of tickets

• Maintain and refresh the documentation platform with up-to-date procedures, configurations, and client information

• Ensure effective and professional communication with clients throughout the support process

⛳️ Requirements

• CompTIA A+ and/or Network+ certification is mandatory. If not currently held, it must be acquired within 6 months of employment.

• MD-102 certification is preferred

• Must be a resident of South Africa

• In-depth knowledge of Windows 10/11 and macOS

• Comprehensive understanding of Windows Server versions 2016, 2019, and 2022

• Familiarity with SonicWall firewalls, Datto Networking, and essential networking principles

• Working knowledge of on-premise SharePoint administration

• Proficient in Microsoft 365 Office Suite and cloud services including Intune

• Experience with Azure and/or AWS is advantageous

• Familiarity with Datto BCDR and/or SaaS Backup is a plus

• Experience in VOIP telephony, including Microsoft Teams, is an asset

• Excellent written and verbal communication skills

• Capability to work both independently and as part of a team

• Strong time management and organizational abilities

• Physical capability to lift and transport equipment

🏝️ Benefits

• Competitive salary: R300,000 – R350,000 annually

• Eligibility for quarterly bonuses: Earn up to 4% each quarter by achieving departmental KPIs and metrics.

• Comprehensive benefits package

• Paid time off and leave policies aligned with South African standards

• Educational reimbursement for certification tests and access to company-provided training resources

• Salary increase upon successful completion of approved certifications

• Team culture: Enjoy fun events and opportunities to connect with colleagues