The Intermediate Support Engineering role is hands-on, providing support across our clients' infrastructure, networks, printers, servers, desktops, and other connected IT devices.
The role requires an understanding of how desktops, servers, networks, security, virtual infrastructures, and AI-enabled tooling connect and interrelate, with the ability to fault diagnose and resolve issues across this inter connectivity.
The role sits at the coalface of support delivery — resolving tickets and incidents, preventing outages, and keeping systems stable and operational by doing preventative maintenance.
Prior MSP experience is essential: this role supports multiple clients concurrently against SLA targets, which is a materially different discipline from single-organisation, in-house IT support.
Success is measured by client satisfaction, infrastructure and system uptime, and speed and accuracy of ticket resolution.
What you'll do
Self Management
- Manage what is new, what is in progress, and what needs to be done.
- Keep all documentation and timesheets UpToDate.
- Provide clear and precise reporting regarding what is being done, what will be done and what was done.
Client Management
- Prioritise tickets per client and user at clients.
- Manage each client's tickets, work in progress, and planned work.
- Provide client feedback and reporting.
End-User & Desktop Support
- Provide support for Windows-based desktops and laptops.
- Diagnose and resolve hardware, OS, and application issues.
- Perform workstation deployments, upgrades, patching, and lifecycle management.
- Deliver remote and occasional on-site support with minimal business disruption.
Server & Infrastructure Support
- Install, configure, and maintain Windows Server environments.
- Monitor system health, performance, and availability via NinjaOne RMM.
- Manage Active Directory, Group Policy, DNS, DHCP, file shares and other related services.
- Execute backup and restores Veeam and other backup software, including Cloud storage targets.
- Manage patching and reboot cycles, including after-hours oversight of this process.
Networking
- Support and troubleshoot LAN, WAN, and wireless networks.
- Configure and maintain VLANs, routing, switching, and firewall rules.
- Manage and support network hardware including Meraki, Netgear, and Ubiquiti (UniFi) devices.
- Identify and remediate performance bottlenecks and security risks.
Microsoft 365 Administration
- Administer O365 tenants including Exchange Online, SharePoint, OneDrive, and Teams.
- Manage users, mailboxes, licences, permissions, and security settings.
- Troubleshoot email flow, access, and synchronisation issues.
- Administer email security, spam filtering, and threat protection.
Security, Compliance & Endpoint Protection
- Manage antivirus deployment, policies, and alerts.
- Monitor and respond alerts.
- Investigate and remediate security events (malware, unauthorised access, phishing).
- Maintain firewall rules and access control policies.
- Apply POPI Act principles when handling client and personal data.
Hosting & Web Services
- Administer cPanel hosting accounts, domains, DNS, and email hosting for clients on Linux-based servers.
- Support website and internet connectivity issues.
Printing & File Services
- Deploy, manage, and troubleshoot network printers.
- Maintain shared drives, NTFS permissions, and access control.
VoIP & Communications
- Support VoIP systems including handsets, call routing, and connectivity issues.
- Troubleshoot voice quality, latency, and integration problems.
- Manage vendor and carrier relationships where escalation is required.
Video Surveillance & Access Control
- Install, support and maintain camera infrastructure environments including software solutions.
- Install, support and maintain access control systems.
- Manage cameras, recording services, user access, and system availability.
Virtualization
- Deploy and maintain virtual servers.
- Provision, monitor, and optimise virtual machines; capacity planning and patching.
- Support backup and recovery of physical and virtual workloads.
Ticketing, SLA & Continuous Improvement
- Log, triage, and resolve tickets in our PSA against SLA targets, following ITIL-aligned incident, problem, and change management practices.
- Perform structured troubleshooting and root-cause analysis.
- Document solutions, configurations, and operational procedures.
- Proactively identify risks and recommend improvements to management.
- Keep the knowledge base current.
- Maintain accurate configuration records.
- Keep accurate time keeping records
What you'll need
- 5+ years' experience in IT support / infrastructure management
- 3+ years in a Managed Service Provider (MSP) environment supporting multiple clients.
- Strong experience in Windows desktop and server support
- Networking fundamentals — VLANs, routing, firewalls
- Hands-on experience with Meraki, Netgear, and UniFi networking equipment
- Experience administering Microsoft 365 environments
- Working knowledge of VoIP systems and networked printing
- Exposure to video surveillance platforms, Hik-Central Suite and the Dahua equivalent
- Experience with Hyper-V, VMware, and Proxmox virtualization platforms
- Experience with backup / DR tools such as Veeam
- Exposure to RMM/PSA tools and endpoint security tools
- cPanel / Linux web hosting administration exposure is an advantage
- Valid driver's licence and reliable own vehicle
Qualifications & Certifications
- National Diploma in IT or equivalent
- CompTIA A+ and Network+ or equivalent required; Security+ advantageous
- ITIL Foundation certification, or demonstrable working knowledge of ITIL-aligned support processes
- Microsoft certifications advantageous
- Other relevant qualifications and courses for this role
Personal Attributes
- Technically decisive with a bias toward action
- Customer-focused and service-driven
- Comfortable operating in fast-paced, multi-client environments
- Able to prioritise effectively and manage competing demands
- Strong documentation and communication discipline
- Works well with minimal supervision — self-managing, accountable
- Speed and accuracy under pressure
- Focused and humble
- Non-smoker
- Confident and assertive
- Decisive and Action Driven
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