ICT Support Engineer

We’re looking for an experienced ICT Support Engineer who thrives in a team environment and enjoys handling third-line escalations. A typical day involves delivering high-quality support across a range of technologies while ensuring SLAs are met.

You’re perfect for this position if you:

• Have at least five years of experience working in ICT support, primarily with Microsoft technologies.
• Hold relevant industry certifications, such as MCSE, CompTIA Network+ (N+), A+, Security+ (S+), AZ-104, AZ-305/700, or equivalent. Certifications in Microsoft 365, AWS or Azure platforms are also highly desirable.
• Are confident handling escalated technical issues and guiding junior team members.
• Have proven experience working both independently and collaboratively in a team.
• Possess excellent time management and decision-making skills and can adapt to shifting priorities.
• Are highly methodical and meticulous, with strong documentation skills.
• Have a driver’s licence and your own vehicle.
• Enjoy sharing knowledge and mentoring others.
• Are motivated by continuous learning and self-improvement.
• Communicate effectively with both technical and non-technical audiences at all levels.
• Maintain a customer-focused mindset with a passion for delivering exceptional service.
• Are proactive and take ownership of your work, from analysis through resolution.
• Have a hands-on approach and strong troubleshooting ability across infrastructure environments.

Relevant skills and experience:

• Advanced experience with:
• Microsoft Hybrid Active Directory, DNS, DHCP, GPO.
• Microsoft Server and Modern Desktop environments.
• Firewall solutions: WatchGuard XTM, MikroTik, Fortigate, SonicWall.
• Networking and LAN/workstation support.
• Microsoft 365/Azure (AVD, VMs, VNETs).
• Cybersecurity platforms: Kaspersky, Sentinel, Bitdefender.
• Migrating legacy infrastructure to current Microsoft Server versions.
• Virtualisation technologies: VMware, Hyper-V.
• Physical and cloud infrastructure upgrades.
• Automation and deployment tools: MS Intune, SCCM, N-able.

Your role and responsibilities:

Among other tasks, your main responsibilities will include:

• Providing third-line ICT support to internal.
• Resolving escalated technical issues while maintaining high levels of customer satisfaction.
• Monitoring infrastructure systems to ensure uptime and reliability.
• Diagnosing and resolving hardware and software incidents (Windows, Mac, Microsoft 365).
• Assisting the support team with logged IT-related incidents as required.
• Implementing best practices for system security and data backups.
• Managing incidents end-to-end with appropriate documentation and resolution.
• Handling escalations from first- and second-line support teams.
• Rolling out, configuring and managing ICT equipment (desktops, servers, VMs).
• Maintaining excellent internal documentation and publishing support guides.
• Participating in monthly reporting and service delivery meetings with the IT Manager.