Tier 2 Technical Support / Systems Administrator

• Advanced Technical Support
• Systems Administration
• Endpoint and Application Management
• Infrastructure Operations
• System Monitoring and Preventative Maintenance
• Project and Change Support
• Documentation and Knowledge Management

Key responsibilities/duties:

Advanced technical support:

• Resolve complex incidents and service requests escalated from Tier 1.
• Investigate software, operating system, authentication and endpoint issues.
• Perform advanced troubleshooting across desktop, server and application environments.
• Identify root causes and implement permanent resolutions where appropriate.
• Escalate specialist infrastructure issues to Tier 3.
• Ensure all work is completed within agreed SLAs.
• Maintain accurate ticket documentation.

Systems administration:

• Administer Active Directory.
• Manage Microsoft 365 administration.
• Maintain user accounts and permissions.
• Configure Group Policies.
• Manage file shares and security permissions.
• Support Windows Server services.
• Maintain shared resources.
• Perform account provisioning and deprovisioning.
• Assist with identity and access management.

Endpoint and application management:

• Install and maintain approved software.
• Apply software updates, security patches, and required upgrades.
• Support Windows operating systems.
• Troubleshoot business applications.
• Perform hardware diagnostics.
• Coordinate warranty repairs.
• Maintain endpoint compliance.
• Support mobile devices where applicable.

Infrastructure operations support:

Assist Infrastructure by:

• Supporting server administration.
• Performing backup verification.
• Monitoring server health.
• Assisting with infrastructure maintenance.
• Apply approved patches to supported systems.
• Assist with firmware updates on network devices, including switches, where appropriate.
• Gain exposure to infrastructure maintenance across both systems and networking environments.
• Performing scheduled maintenance.
• Assisting with storage administration.
• Supporting virtual environments.
• Conducting operational health checks.
• Monitoring service availability.

Monitoring and preventative maintenance:

• Monitor infrastructure alerts.
• Review system logs.
• Investigate recurring faults.
• Recommend operational improvements.
• Monitor system performance.
• Assist with capacity monitoring.

Project and change support:

Assist with:

• Infrastructure rollouts
• Microsoft 365 implementations
• Server migrations
• Hardware deployments
• Operating system upgrades
• Testing
• Changes approved
• User Acceptance Testing

Documentation and knowledge management:

• Create technical documentation.
• Maintain SOPs.
• Develop Knowledge Base articles.
• Update system records.
• Maintain asset information.
• Mentor Tier 1 technicians.
• Share technical knowledge.
• Promote best practices.

Other requirements:

• Participate in the after-hours roster where required.
• Provide standby support according to operational requirements.
• Participate in troubleshooting sessions and informal training opportunities with third-party vendors
• Assist with major incident resolution.
• Support business continuity activities.
• Participate in disaster recovery testing.
• Undertake cross-functional tasks within the Support Division.
• Maintain confidentiality of company information.
• Adhere to Change Management processes.
• Follow Information Security policies and procedures.

Physical requirements:

• Lift and carry equipment up to 20kg.
• Rack and install equipment where required.
• Work in server rooms and communication cabinets.

Essential qualifications:

• Matric
• CompTIA A+
• CompTIA Network+
• Microsoft Certified (Modern Desktop / Azure / Microsoft 365) or equivalent.
• Linux+ or LPIC 1

Desirable qualifications:

• Microsoft Certified Administrator
• Security+
• VMware VCP (advantageous)

Essential experience:

• 3-5 years in IT Support or Systems Administration.
• Active Directory administration.
• Microsoft 365 administration.
• Windows Server administration.
• Desktop support.
• ITSM platforms.
• Hardware troubleshooting.
• Endpoint deployment.
• User administration.

Desirable experience:

• DNS
• DHCP
• VPN technologies
• Microsoft Entra ID
• Virtualisation (VMware/Hyper-V)
• Backup platforms
• PowerShell
• Microsoft Intune
• Endpoint management platforms

Knowledge and skills:

Technical:

• Windows Server
• Active Directory
• Microsoft 365
• DNS C DHCP fundamentals
• Endpoint management
• Backup administration
• Networking fundamentals
• Problem Management

Professional:

• Advanced troubleshooting
• Analytical thinking
• Customer service
• Communication
• Time management
• Prioritisation
• Documentation
• Decision making
• Mentoring
• Collaboration

Attributes:

• Detail oriented
• Team player
• Proactive
• Adaptable
• Self-motivated
• Professional
• Accountable