IT Support engineer T2

We are looking for a Tier 2 IT Support Engineer & project assistant.

This is a senior, client-facing role suited to an engineer with strong technical depth, excellent English and Afrikaans, and the ability to confidantly engage with clients, vendors and other MSP teams and stakeholders.

You will be involved with new client setups, migrations, infrastructure improvements, SLA management and complete technical projects across cloud, server, network security and modern workplace environments.

WHAT YOU WILL DO:

• Assist with new projects and migrations.
• Respond to incoming support tickets and calls, logging all activity accurately in our ticketing and workflow system.
• Diagnose and resolve 1st and 2nd line issues across Windows desktops/laptops, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Active Directory / Entra ID (Microsoft's user-management systems), networking and VoIP
• Remotely set up and configure new user accounts, mailboxes and devices
• Monitor client systems using our RMM platform (Remote Monitoring and Management software that lets us watch and fix client machines remotely) and escalate issues proactively
• Maintain accurate asset and documentation records for all client environments
• Communicate clearly and reassuringly with non-technical clients
• Support remote elements of client projects (M365 migrations, configuration, troubleshooting)

REQUIREMENTS & TECHNICAL SKILLS

• ±4+ years IT experience (MSP experience highly beneficial)
• Strong troubleshooting across desktop, server, and network environments
• Knowledge of common business applications

Solid understanding of:

• Windows 10/11, macOS, basic Linux
• Windows Server, Active Directory, DNS, DHCP
• Networking TCP/IP DNS (VLANs, VPNs, firewalls)
• Experience with Microsoft 365 and Azure
• Back-up experience, Acronis and others.
• Exposure to cybersecurity best practices
• Domains
• Familiarity with RMM tools, N-Able or Connectwise
• VoIP experience (3CX / Yeastar/SIP) beneficial

Excellent analytical, troubleshooting, and problem-solving skills.

Strong written and verbal communication skills.

Self-motivated with the ability to work independently in a remote team environment.

Able to remain calm under pressure while managing multiple priorities and resolving complex technical issues.

Ability to follow processes, take directions and escalate appropriately

EDUCATION:

- Diploma (preferred)

- Microsoft certifications (MS-900, MS-102)

- Network +

- Any Acronis and firewall certifications

- Any exposure to PSA tools (ZOHO, ConnectWise) or RMM platforms (N-Able)

Why join the MRC Group (MRC Connect and MR Computer Services)

Be part of a company where your ideas and contributions genuinely matter.

Gain exposure to a wide range of technologies across multiple client environments.

Access modern tools and ongoing training.

Grow your career in an organization that values initiative, accountability and continuous improvement.

Hybrid options available after initial probation period completed and subject to optimal infrastructure positioning.

Salary is negotiable according to certification and experience.

Pay: R25 000,00 - R32 000,00 per month

Experience:

• IT service management: 2 years (Preferred)

Work Location: In person