What You'll Do
Monitor customer networks, servers, and endpoints across major global regions, identifying and resolving incidents related to connectivity, security, and system health. Use dashboards to detect anomalies in firewall performance, VPN stability, internet access, and server operations, then take action to restore services efficiently.
Respond to alerts concerning Windows patching, antivirus events, backup failures, disk space thresholds, and DNS or DHCP irregularities. Report early signs of hardware degradation in server environments and maintain visibility into Hyper-V and Windows Server health. Communicate directly with clients, vendors, and senior engineers via phone and digital channels when escalation is required.
Work both independently and within a team to manage service priorities, escalate issues appropriately, and ensure timely resolution. Demonstrate initiative in troubleshooting and remain open to expanding your knowledge of emerging technologies and operational practices.
Requirements
You must have a minimum of two years of hands-on experience in technical support roles, with proven skills in managing Microsoft 365 environments and public cloud platforms. Certification in A+, Network+, or MCSE is required. Experience with Sophos XG Firewalls, Layer-2 networking, VLANs, and routing protocols is essential.
Advanced knowledge of Microsoft Windows Server, Active Directory, Group Policy, and Hyper-V (with at least three years of experience) is mandatory. You should also possess deep understanding of routing, NAT, dynamic routing protocols, packet and email flow, UTM/firewall systems, and wireless networks. Proficiency with Microsoft desktop operating systems and the Office suite is expected.
Benefits
This role is based onsite in Woodmead, Johannesburg, and requires regular attendance at the office. The environment is structured and process-oriented, ideal for self-motivated individuals with a natural curiosity for technical systems. Opportunities exist to grow expertise in automation, cloud services, and advanced monitoring tools.
Preferred Qualifications
- ITIL Foundation certification
- Experience with N-Able or ConnectWise Manage
- Familiarity with CCNA-level concepts
- Basic scripting ability
- Knowledge of Mimecast, cPanel, SSL certificates, Apache, or IIS
