Support Engineer

The Intermediate Support Engineering role is hands-on, providing support across our clients' infrastructure, networks, printers, servers, desktops, and other connected IT devices.

The role requires an understanding of how desktops, servers, networks, security, virtual infrastructures, and AI-enabled tooling connect and interrelate, with the ability to fault diagnose and resolve issues across this inter connectivity.

The role sits at the coalface of support delivery — resolving tickets and incidents, preventing outages, and keeping systems stable and operational by doing preventative maintenance.

Prior MSP experience is essential: this role supports multiple clients concurrently against SLA targets, which is a materially different discipline from single-organisation, in-house IT support.

Success is measured by client satisfaction, infrastructure and system uptime, and speed and accuracy of ticket resolution.

• Manage what is new, what is in progress, and what needs to be done.
• Keep all documentation and timesheets Up To Date .
• Provide clear and precise reporting regarding what is being done, what will be done and what was done.

• Prioritise tickets per client and user at clients.
• Manage each client's tickets, work in progress, and planned work.
• Provide client feedback and reporting.

• Provide support for Windows-based desktops and laptops.
• Diagnose and resolve hardware, OS, and application issues.
• Perform workstation deployments, upgrades, patching, and lifecycle management.
• Deliver remote and occasional on-site support with minimal business disruption.

• Install, configure, and maintain Windows Server environments.
• Monitor system health, performance, and availability via Ninja One RMM.
• Manage Active Directory, Group Policy, DNS, DHCP, file shares and other related services.
• Execute backup and restores Veeam and other backup software, including Cloud storage targets.
• Manage patching and reboot cycles, including after-hours oversight of this process.

• Support and troubleshoot LAN, WAN, and wireless networks.
• Configure and maintain VLANs, routing, switching, and firewall rules.
• Manage and support network hardware including Meraki, Netgear, and Ubiquiti (Uni Fi) devices.
• Identify and remediate performance bottlenecks and security risks.

• Administer O365 tenants including Exchange Online, SharePoint, One Drive, and Teams.
• Manage users, mailboxes, licences, permissions, and security settings.
• Troubleshoot email flow, access, and synchronisation issues.
• Administer email security, spam filtering, and threat protection.

• Manage antivirus deployment, policies, and alerts.
• Monitor and respond alerts.
• Investigate and remediate security events (malware, unauthorised access, phishing).
• Maintain firewall rules and access control policies.
• Apply POPI Act principles when handling client and personal data.

• Administer cPanel hosting accounts, domains, DNS, and email hosting for clients on Linux-based servers.
• Support website and internet connectivity issues.

• Deploy, manage, and troubleshoot network printers.
• Maintain shared drives, NTFS permissions, and access control.

• Support VoIP systems including handsets, call routing, and connectivity issues.
• Troubleshoot voice quality, latency, and integration problems.
• Manage vendor and carrier relationships where escalation is required.

• Install, support and maintain camera infrastructure environments including software solutions.
• Install, support and maintain access control systems.
• Manage cameras, recording services, user access, and system availability.

• Deploy and maintain virtual servers.
• Provision, monitor, and optimise virtual machines; capacity planning and patching.
• Support backup and recovery of physical and virtual workloads.

• Log, triage, and resolve tickets in our PSA against SLA targets, following ITIL-aligned incident, problem, and change management practices.
• Perform structured troubleshooting and root-cause analysis.
• Document solutions, configurations, and operational procedures.
• Proactively identify risks and recommend improvements to management.
• Keep the knowledge base current.
• Maintain accurate configuration records.
• Keep accurate time keeping records

• 5+ years' experience in IT support /…