Tier 2/3 IT Support Engineer

About Sena Health

Sena Health is a growing healthcare organization supporting employees and operations across the United States, South Africa, Lebanon, and the Philippines. We rely heavily on cloud technologies and secure remote work solutions to deliver exceptional healthcare services.

We are seeking an experienced, customer-focused Tier 2/3 IT Support Engineer who can troubleshoot complex technical issues, maintain IT systems, support infrastructure, and participate in security and improvement initiatives.

Position Summary

The Tier 2/3 IT Support Engineer serves as an escalation point for the Service Desk and is responsible for diagnosing and resolving advanced technical issues involving Microsoft 365, endpoint devices, cloud infrastructure, identity management, networking, telephony, and security solutions.

This role requires strong troubleshooting skills, excellent communication, and the ability to independently manage incidents, projects, and escalations while maintaining high service standards.

Key ResponsibilitiesTechnical Support & Escalations

• Act as the escalation point for Tier 1 support issues.
• Investigate and resolve complex incidents and service requests.
• Provide remote support to users across multiple countries.
• Troubleshoot Windows 10/11 and macOS systems.
• Perform root cause analysis and document solutions.
• Maintain SLAs and ensure timely ticket resolution.
• Manage support queues and prioritize critical incidents.

Microsoft 365 Administration

• Administer Microsoft 365 and Entra ID.
• Manage:
• Exchange Online
• Teams
• SharePoint Online
• OneDrive
• Conditional Access Policies
• MFA
• Distribution Groups
• Shared Mailboxes
• Licensing
• Troubleshoot Outlook, Teams, OneDrive, and Office applications.
• Manage onboarding and offboarding activities.

Endpoint Management

• Support Windows and macOS devices.
• Configure and deploy devices.
• Troubleshoot hardware and software issues.
• Manage:
• Intune
• Microsoft Defender
• BitLocker
• Local and Azure AD accounts
• Printers and peripherals

Security & Compliance

Support and maintain:

• CrowdStrike Falcon
• Microsoft Defender
• Cloudflare Zero Trust
• MFA policies
• Endpoint security controls
• Security awareness initiatives

Responsibilities include:

• Responding to security alerts.
• Assisting with incident investigations.
• Maintaining security baselines.
• Supporting vulnerability remediation.
• Implementing security best practices.

Networking & Connectivity

Troubleshoot:

• LAN/WAN connectivity
• Wi-Fi issues
• VPN connections
• DNS problems
• TCP/IP routing
• ISP outages

Experience with:

• Routers
• Firewalls
• Switches
• VLANs
• DHCP
• DNS

Familiarity with Cloudflare Zero Trust and WARP is highly desirable.

Voice & Communications

Support:

• Dialpad
• RingCentral
• SIP devices
• Call routing
• Headsets and peripherals

Troubleshoot:

• Call quality issues
• Registration problems
• Connectivity and QoS issues

Documentation & Process Improvement

• Maintain IT documentation and knowledge articles.
• Create SOPs and troubleshooting guides.
• Identify recurring problems and recommend improvements.
• Participate in automation and process optimization initiatives.

Projects

Assist with:

• Device deployments
• Office moves
• System migrations
• Security initiatives
• Infrastructure upgrades
• Vendor implementations

Required Technical SkillsOperating Systems

• Windows 10/11
• macOS

Microsoft Technologies

• Microsoft 365
• Entra ID (Azure AD)
• Exchange Online
• Teams
• SharePoint Online
• Intune
• Microsoft Defender

Endpoint & Security

• CrowdStrike Falcon
• BitLocker
• MFA
• Conditional Access
• Antivirus and endpoint security

Networking

• TCP/IP
• DNS
• DHCP
• VPN
• Wi-Fi
• VLANs
• Firewall fundamentals

Support Platforms

• Zoho Desk (preferred)
• ServiceNow
• Jira
• Freshservice

Collaboration Platforms

• Teams
• Zoom
• Dialpad
• RingCentral

Scripting (Preferred)

• PowerShell
• Basic SQL
• Automation experience is advantageous

Minimum QualificationsRequired

• 4–7 years of IT support experience.
• 2+ years in a Tier 2 or Tier 3 support role.
• Experience supporting Microsoft 365 environments.
• Strong troubleshooting and analytical skills.
• Experience working with ticketing systems.
• Excellent verbal and written communication skills.
• Ability to work independently and manage priorities.

Preferred Certifications

• Microsoft 365 Certified Administrator Associate
• Microsoft Certified: Endpoint Administrator
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation
• Azure Fundamentals (AZ-900)
• CrowdStrike certifications (advantageous)

Soft Skills

• Customer-focused mindset.
• Strong communication skills.
• Ownership and accountability.
• Ability to remain calm under pressure.
• Strong documentation skills.
• Team player with a proactive attitude.
• Continuous learner with a passion for technology.

Working Conditions

• Monday–Friday with participation in an after-hours rotation when required.
• Primarily remote with occasional onsite visits.
• Support users across multiple time zones.
• Fast-paced healthcare environment requiring responsiveness and professionalism.

Success Metrics

The successful candidate will:

• Consistently meet SLA targets.
• Resolve escalated issues efficiently.
• Maintain high user satisfaction scores.
• Reduce recurring incidents through root cause analysis.
• Contribute to documentation and process improvements.
• Maintain secure and reliable IT operations.

Education:

• Certificate (Required)

Experience:

• Microsoft Office: 10 years (Required)
• Cybersecurity: 5 years (Required)
• Computer networking: 5 years (Required)

Work Location: Hybrid remote in Roodepoort, Gauteng (City of Johannesburg)