IT Support Engineer

Complement Recruitment are recruiting for an IT Support Engineer for a permanent position based in Pretoria, Tshwane, Gauteng. The position does require travel outside of South Africa (nationally – Botswana) from time to time.

Apply Directly for this Job by clicking here – https://bit.ly/3LkgmiK

Minimum Requirements Qualifications And Skills

• Minimum Grade 12 Certificate.
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 6 years of progressive IT support experience, including:
• At least 2 years in a 1st level/service desk environment
• At least 3 years in 2nd/3rd level technical support roles
• At least 2 years in a supervisory, team lead, or senior escalation capacity
• Comprehensive technical proficiency in:
• Windows 10/11 and macOS support, Microsoft 365 administration and troubleshooting
• Active Directory, Entra ID, and identity management
• Remote support tools, ITSM platforms (Service Desk Plus, RT, Freshservice, etc.)
• Basic networking (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Mobile device management (Intune, Jamf) and BYOD support
• ITIL Foundation certification or proven experience with ITIL processes.
• Valid Passport – Willingness to travel occasionally (up to 20%) across Botswana

Highly Desirable:

• Professional certifications: Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL 4 Managing Professional, CompTIA A+/Network+/Security+, HDI Support Centre Manager.
• Experience in financial services, group holding companies, or multi-national organizations.
• Scripting and automation skills (PowerShell, Python) for support task automation.
• Knowledge of cybersecurity fundamentals and data protection regulations.

Duties:

1st Level Support Oversight & Direct Support:
• Provide direct 1st level support for incoming IT requests via phone, email, chat, and walk-ins.
• Log, categorize, prioritize, and resolve or escalate incidents and service requests in the ITSM tool.
• Ensure adherence to SLAs for first-contact resolution and user communication.
• Develop and maintain 1st level support scripts, FAQs, and knowledge base articles.
• Monitor and coach 1st level support staff on call handling, ticket logging & customer service excellence.

2nd & 3rd Level Technical Escalation & Advanced Troubleshooting:
• Serve as the primary escalation point for complex technical issues unresolved by 1st level support.
• Diagnose and resolve advanced problems related to:
• End-user hardware (laptops, desktops, mobile devices, peripherals)
• Operating systems (Windows 10/11, macOS)
• Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
• Authentication and access management (Active Directory, Entra ID, MFA)
• Network connectivity (LAN/Wi-Fi/VPN), printing, and audio-visual systems
• Perform root cause analysis and implement permanent solutions to recurring issues.

Service Delivery Management & Process Improvement:
• Monitor and report on support performance metrics across all support levels.
• Lead continuous improvement initiatives to enhance service desk efficiency, user experience, and technical documentation.
• Implement and enforce ITIL-based processes (incident, problem, change, knowledge, asset management).
• Conduct regular service reviews with stakeholders and prepare service performance reports.

Team Leadership, Training & Development:
• Mentor, train, and develop 1st level support staff and junior engineers.
• Conduct regular technical and soft skills training sessions.
• Facilitate knowledge transfer and cross-training within the support team.
• Assist in recruitment, onboarding, and performance evaluation of support staff.

End-User Computing Strategy & Governance:
• Assist in the planning and execution of end-user computing projects, including device lifecycle management, software deployment, and security updates.
• Ensure compliance with IT policies, security standards, and regulatory requirements.
• Evaluate and recommend tools, technologies, and processes to improve support efficiency and user productivity.
• Manage relationships with vendors for support-related services and hardware/software procurement.

User Enablement & Communication:
• Oversee IT onboarding and offboarding processes, including account provisioning, equipment setup, and access management.
• Develop and deliver IT induction, cybersecurity awareness, and application training for end-users.
• Act as a key communication liaison between IT and business users for service updates, outages, and improvements.

Skillset:

 Multi-Level Support Expertise: Proficient in handling 1st level queries and resolving advanced technical issues.
 Leadership & Coaching: Ability to lead, mentor, and develop a multi-tier support team.
 Process Excellence: Strong focus on ITIL alignment, continuous improvement, and service quality.
 Customer-Centric Mindset: Dedicated to delivering exceptional user experiences and building strong stakeholder relationships.
 Analytical & Problem-Solving Skills: Ability to diagnose complex issues and implement effective solutions.
 Effective Communication: Clear communicator with technical and non-technical audiences across all levels.
 Adaptability & Resilience: Thrives in a dynamic, fast-paced environment with shifting priorities and high user expectations.
 Strategic Thinking: Aligns support activities with business objectives and IT strategy.

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Apply Directly on our Contact Form – Attach your Microsoft Word CV, and complete all the required information – www.complement.co.za/contact

Please Note: Companies may expire jobs at their own discretion. Should you not meet the minimum requirements or hear from us within 3 weeks, please consider your application unsuccessful.