Senior Support Engineer (End-User/EUC) (CPT Onsite)

ENVIRONMENT:

DELIVER consistent, high-quality first- and second-line support to end users to ensure productivity and service continuity as the next Senior Support Engineer wanted by a dynamic Internet Service & Network Specialist to join its team. 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 non0standard corporate applications, collaboration tooling, printers/peripherals, user access and authentication issues, device provisioning and software deployments, and meeting room / AV support. This role will also extend to supporting first level support calls for Network, Security, and Infrastructure related incidents. Applicants will need Matric/Grade 12, a suitable IT-related Diploma/Certificate, Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), Microsoft 365 Certified: Fundamentals (MS-900), A+, N+, Security+, ITI4L Foundation with 3-5 years’ experience supporting End-user Computing (EUC) environments, providing first – and – second line support.

DUTIES:

Functional Support -

• Incident & Service Request Management.
• Provide 1st and 2nd Line support by diagnosing and resolving end-user hardware/software/application issues, managing service requests efficiently, and maintaining clear communication throughout the ticket lifecycle. (Entra ID, Intune, Manage Engine, N-Central).
• Provide first level support for Network, Security and Infrastructure incidents and requests.
• Populate information to relevant Knowledge Bases and create standard operating procedures when required.
• 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:

Qualifications -

• Matric \ Grade 12 (Compulsory).
• Relevant IT qualification (e.g., Diploma/Certificate) or equivalent experience.
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Microsoft 365 Certified: Fundamentals (MS-900).
• A+.
• N+.
• Security+.
• ITI4L Foundation.

Experience/Skills -

• 3-5 Years experience supporting End-user Computing (EUC) 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. 
• Familiarity with Microsoft Endpoint and productivity environments (e.g., Windows, Microsoft 365).
• IT Service Management.
• IT policies and procedures.
• Information Security.
• ITIL.
• Valid Driver’s License and own reliable vehicle.

ATTRIBUTES:

• Analytical skills.
• Problem-solving.
• Teamwork.
• Communication.
• Time Management.
• Professional Conduct.
• Service Delivery.
• Stakeholder Management.