Minimum Requirements:

• Troubleshoot and provide second-line technical support via phone, email, or in-person (travel to client site) for hardware, software, network, and system-related issues on complex technical issues across various IT environments
• Own and manage escalated incidents until resolved, ensuring adherence to SLA’s and resolution targets
• Capture troubleshooting steps, solutions, and best practices for common and complex issues, improving first-line support capabilities
• Share expertise and provide training to first-line support technicians
• Communicate effectively with end-users, customers, and other IT teams to provide status updates, resolutions, and follow-up actions
• Manage expectations and provide regular progress updates regarding incident resolution
• Stay updated on IT systems, technologies, and industry trends
• Always be willing to upskill and qualify in the required Microsoft Certifications.

Duties and Responsibilities:

• IT Diploma/Degree
• 3+ years experience as a Technical Support Consultant
• Certified Microsoft Endpoint Administrator Associate.
• Certified Microsoft Administrator Expert.
• Certified Microsoft Azure Security Engineer Associate.
• Certified Identity and Access Administrator Associate.
• Strong understanding of IT infrastructure -hardware, software, and networking.
• Experience in Firewalls, Linux, Microsoft SQL Server, Networking, e.g. VLAN, VPN, VMWare ESXi highly desirable
• Strong knowledge of Microsoft 365 administration.
• Mac and Windows OS experience essential
• Excellent communication and interpersonal skills
• Strong problem-solving ability
• Detail-orientated and driven
• Valid driver’s license and own vehicle