Our client is seeking an Advanced Support Engineer in the IT (Information Technology) industry to deliver high-level technical support, advanced troubleshooting, and complex problem resolution. This senior-level role is responsible for managing escalated issues and ensuring the optimal performance of systems, networks, hardware, software, and overall IT infrastructure. The successful candidate will also mentor junior team members and contribute to continuous process improvements. The position requires deep technical expertise, strong analytical thinking, and excellent customer engagement skills to deliver exceptional advanced IT support.

Responsibilities:

• Advanced Troubleshooting & Issue Resolution
  • Diagnose and resolve complex hardware, software, network, and system issues escalated from lower-level support.
  • Conduct root cause analysis on recurring or critical problems and implement long-term solutions.
  • Provide expert-level technical support to customers, both remotely and on-site when required.
• Hardware & Software Support
  • Install, configure, upgrade, and troubleshoot advanced hardware, including servers, workstations, storage systems, and peripherals.
  • Manage software deployments, operating system updates (Windows Server, Linux), patches, and application configurations.
• Network & Infrastructure Support
  • Design, optimise, and troubleshoot complex LAN/WAN environments, including connectivity issues, firewalls, and performance bottlenecks.
  • Support advanced networking protocols, virtualization technologies, and infrastructure components.
• Documentation & Knowledge Management
  • Create and maintain detailed technical documentation, including network diagrams, configuration guides, root cause analyses, and SOPs.
  • Contribute to the knowledge base and share best practices with the team.
• Collaboration & Escalation Management
  • Collaborate with network architects, system administrators, security teams, and third-party vendors to resolve complex issues.
  • Escalate issues to engineering or development teams when necessary, while managing customer expectations.
• Emergency Response & On-Call Support
  • Participate in an on-call rotation and respond promptly to critical system failures, outages, and high-impact incidents.

Technical Requirements:

• Expert knowledge of computer hardware, including servers, workstations, storage systems, routers/switches, and peripherals.
• Advanced proficiency in installing, configuring, and troubleshooting operating systems (Windows Server, Linux) and enterprise applications.
• Strong experience in network design, setup, maintenance, and troubleshooting (LAN/WAN, protocols, performance optimisation, and basic security).
• Familiarity with virtualization technologies, diagnostic tools, scripting/automation, testing procedures, and IT security best practices.

Soft Skills & Additional Requirements:

• Excellent problem-solving, critical thinking, and analytical abilities.
• Strong customer service focus with exceptional verbal and written communication skills (English & Afrikaans).
• Ability to work independently under pressure, manage multiple priorities, and adapt quickly in dynamic environments.
• Physically capable of lifting equipment (approximately 20–50 kg) and performing hands-on hardware work.
• Willingness to participate in on-call/emergency support and occasional travel when required.