Level 3/4 Technical Support ID-1856
Role Overview:
Are you a seasoned IT professional passionate about tackling complex technical challenges? We are looking for a Level 3/4 Technical Support Technician to join a leading digital marketing agency. This role requires advanced troubleshooting skills and expertise in managing IT systems to ensure the smooth operation of the organisation's technical infrastructure. If you thrive in high-pressure environments, enjoy solving intricate technical problems, and excel at providing exceptional support, this role is for you.
About the Client:
Our client is a fast-growing digital marketing agency specialising in SEO, PPC, web development, and creative marketing solutions for diverse industries. With a commitment to delivering innovative, results-driven campaigns, they partner with businesses to enhance their digital presence and achieve tangible growth outcomes.
The agency fosters a high-performance culture that values innovation, collaborative problem-solving, and personal growth. They prioritise work-life balance, celebrate achievements and encourage creative thinking, making it an ideal environment for driven professionals to thrive and grow.
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Key Responsibilities:
- Advanced Troubleshooting: Solve complex technical support issues, including hardware, software, networking, and server-related challenges, ensuring minimal downtime for users.
- Infrastructure Management: Oversee the maintenance, optimisation, and security of IT infrastructure, including on-premise and cloud environments, to meet organisational needs.
- Incident Resolution: Act as the escalation point for Level 1 and Level 2 support teams, ensuring timely resolution of critical issues.
- System Upgrades and Optimisation: Recommend and implement system enhancements to improve efficiency, performance, and security.
- Documentation: Develop, maintain, and update detailed technical documentation, guides, and SOPs for the IT department.
- Training and Mentorship: Provide training and guidance to junior support technicians to enhance the overall capabilities of the team.
- Cybersecurity Oversight: Manage cybersecurity protocols, including firewalls, anti-virus software, and data encryption, to protect organisational data.
- 5+ years of experience in advanced technical support or systems administration roles.
- Deep expertise in Windows and Linux server environments, networking protocols, virtualisation platforms, and cloud services such as AWS or Azure.
- Demonstrated ability to resolve critical IT incidents efficiently.
- Strong understanding of cybersecurity best practices and compliance requirements.
- Certifications such as Microsoft MCSE, Cisco CCNA/CCNP, or CompTIA Security+ are highly preferred.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical stakeholders.
- Competitive salary tailored to your expertise and experience.
- Work in a forward-thinking digital agency that values innovation and collaboration.
- Opportunities to stay at the forefront of technology through continuous learning and development.
- Remote work flexibility for South African candidates supporting a global team.
