1st line/2nd line support engineer
On-siteJohannesburg, Gauteng, South Africa
Job Summary
Act as the first point of contact for incoming helpdesk tickets, triaging and prioritizing issues in line with SLA commitments. Resolve 1st line issues directly or escalate complex matters to senior engineers with documented handovers while keeping clients informed throughout the ticket lifecycle. Manage day-to-day administration of Microsoft Entra ID, Exchange Online, SharePoint, Teams, and Intune, including user lifecycle tasks and basic device enrolment. Troubleshoot Windows 10/11 issues, Office apps, and connectivity problems like VPN and Azure Virtual Desktop under senior guidance. Support MFA, Conditional Access, and Defender alerts, flagging risks to the engineering team.
Required Qualifications
- Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT)
- Hands-on experience administering Microsoft 365 tenants
- Working knowledge of Microsoft Entra ID / Azure AD user and group management
- Working knowledge of Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting)
- Working knowledge of SharePoint Online and OneDrive permissions and sharing
- Confident troubleshooting Windows 10/11 and common Office app issues
- Excellent written and verbal communication
- Strong organisational skills and the ability to manage multiple tickets concurrently
Desired Qualifications
- Experience in an MSP or multi-tenant environment
- Basic Intune experience (Windows and mobile enrolment, simple policies)
- Familiarity with Azure fundamentals (IaaS / PaaS basics)
- Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto)
- Awareness of Cyber Essentials or similar frameworks
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