Tier 2 Support Technician (JB5389)

Tier 2 Support Technician (JB5389) Fully remote for applicants living in South Africa (Supporting UK clients) R40 45 000 CTC per month Permanent We are looking for a seasoned Tier 2 Support Technician with strong experience in troubleshooting complex systems across Microsoft and virtualized environments . Youll play a key role in resolving escalated IT support issues, acting as a point of expertise for the 1st line team, and working across multiple client systems in a Managed Service Provider (MSP) environment. This role suits someone who thrives in a high-paced, service-oriented environment and enjoys solving a mix of hardware, software, cloud, and network challenges. Minimum Requirements: Relevant IT qualification (Degree or Diploma) Minimum 5 years in IT support roles with at least 2 years at Tier 2 level Microsoft Certifications ( MCSA/MCSE, Azure Fundamentals ) Sophos or ESET certifications VMware or Hyper-V certifications Cisco , CompTIA , or Fortinet credentials Cybersecurity certification ( Security , OSCP , CyberOps ) Previous experience in a Managed Service Provider ( MSP ) environment preferred Strong track record resolving technical issues across hybrid infrastructures Exposure to security tools, firewall configurations, and backup management Advanced troubleshooting across Microsoft , cloud , virtualisation and security stacks Familiarity with managed switching , VLAN s, and firewall basics Strong scripting , automation , or diagnostic logging experience ( PowerShell, Python, Bash advantageous) Able to multitask across priorities while maintaining SLA targets Customer-focused and able to communicate effectively with users and stakeholders Self-directed and solutions-driven, with a passion for continuous learning Fully proficient in English Duties and Responsibilities: Act as escalation point for the 1st line support team Provide second-line support via email, phone, and remote tools Own and resolve incidents end-to-end, ensuring ticket accuracy Troubleshoot and resolve issues related to: Windows Server (2012, 2016, 2019) Microsoft 365 (Teams, OneDrive, SharePoint, Outlook, etc.) Exchange Azure AD, Intune, and MDM platforms Virtualisation platforms (Hyper-V, VMware) Firewalls (WatchGuard, SonicWall), VLANs, managed switches Antivirus: Sophos, ESET Storage (SAN/NAS), backups, and recovery SQL Server Conduct root cause analysis and propose sustainable solutions Contribute to technical documentation and internal knowledge base Occasionally support deployments and project work Deliver high-quality, customer-focused serviceDocument procedures and contribute to internal knowledge base Occasionally assist with project work and deployments

Location: Johannesburg, Gauteng, ZA

Posted Date: 7/3/2025