Job Description

As a Tier 1 IT Support Engineer at Mango5, this role is central to the technical support and development of our IT infrastructure. The primary focus is on diagnosing and troubleshooting customer technical issues, alongside maintaining and enhancing internal software and hosting solutions. The role involves a blend of hands-on technical work, such as building new laptops/desktops for employees and providing comprehensive end-user support for a wide range of IT-related problems.

Primary Responsibilities:

• Diagnosing and troubleshooting technical issues for customers.
• Resolving internal technical issues in software and hosting.
• Building new or replacement laptops/desktops for employees.
• Providing end-user support for a variety of IT-related problems and concerns.
• Occasionally training customers.
• Maintaining relationships with internal and external customers and the internal development team.
• Creating, amending, and deleting user accounts in all systems.
• Attending meetings and updating documentation.
• Updating and maintaining the IT asset register.
• Scheduling and performing backups of platforms.
• Configuring and installing plugins for platforms.
• Providing service desk SLA support and escalation.
• Demonstrating expertise in cloud infrastructure (AWS, Azure, Google Cloud).

Relevant Skills / Experience:

• 4 - 6 years of experience in a desktop support / Tier 1 IT Support Engineer role.
• Administering and supporting Microsoft Active Directory.
• Installing and supporting:
• Desktop operating systems (Windows 10 & 11).
• Office365 applications (Exchange, Teams, SharePoint Online, OneDrive).
• Installing and troubleshooting end-user hardware and printers.
• Troubleshooting networking problems.
• Installing and supporting voice applications.
• Supporting and remediating antivirus and security issues.
• Ability to prioritize and work under pressure.
• Experience supporting remote users.
• Proven experience in troubleshooting and diagnosing problems.
• Matric

Information Technology Responsibility:

• General staff IT support at Level 1, with Level 2 and 3 support provided by our external IT partner.
• Escalation of Level 2 and 3 issues to the IT partner for further support.
• Management of third-party tickets and communication with external vendors.
• Managing Business Support requests and logging relevant items to third parties for resolution.

Hours of Work:

• Monday xe2x80x93 Friday, 07:00 xe2x80x93 19:00 (Rotational).
• Provides 24x7 first-line standby/support for production environments during critical outages (P1, P2) and prolonged service interruptions.
• Flexibility to work across our international client base as required.

Preferred Qualifications:

• MCSA/MCSE/MCDST or similar.
• A+ / N+ certifications.

Remuneration:

Competitive Market-Related Salary.

Mango5