The Tier II Technical Support Engineer plays a critical role in maintaining operational excellence and high client satisfaction. This position delivers advanced technical support for Microsoft 365 cloud environments, 3CX phone systems, and VoIP solutions. As a key technical liaison within our ISP operations, you will resolve escalated customer issues, optimize unified communications, and interface efficiently with upstream fiber infrastructure providers.
Key Responsibilities
- Enterprise Cloud Administration: Manage, configure, and troubleshoot Microsoft 365 tenants, including Exchange Online, SharePoint, MS Teams, OneDrive, and Entra ID (Azure AD).
- VoIP & 3CX Management: Deploy, configure, and maintain 3CX IP-PBX systems, SIP trunks, call routing logic, inbound/outbound rules, and VoIP desk phones or softphones.
- Advanced Customer Success: Serve as the primary escalation point for complex technical inquiries, ensuring professional communication and strict adherence to Service Level Agreements (SLAs).
- Desktop Infrastructure Support: Diagnose and resolve sophisticated hardware, software, and operating system issues across enterprise Windows 10 and 11 desktop environments.
- Vendor & Carrier Coordination: Act as the technical point of contact with external fiber infrastructure providers to isolate and resolve circuit and connectivity issues on behalf of clients.
- Incident Lifecycle Management: Own, track, and document the lifecycle of service requests within the ticketing system, providing comprehensive root-cause analysis when necessary.
- Knowledge Management: Author internal technical SOPs and external knowledge base documentation to optimize resolution times and improve client self-service capabilities.
Required Qualifications
- Professional Experience: 3+ years of progressive experience in a dedicated helpdesk, service desk, or Managed Service Provider (MSP) environment.
- Technical Domain Expertise: Proven track record of managing enterprise-level Microsoft 365 deployments and user migrations.
- VoIP Telephony Proficiency: Demonstrated experience installing, managing, and troubleshooting 3CX phone systems and standard VoIP protocols.
- Desktop & OS Mastery: Deep technical understanding of Windows enterprise operating systems, profile management, and software deployment.
- Core Networking Proficiency: Strong comprehension of TCP/IP, DNS routing and basic WAN/LAN diagnostics within an ISP context.
- Communication & Demeanor: Exceptional verbal and written business communication skills, with a demonstrated ability to de-escalate sensitive customer situations.
Preferred Education & Certifications
- 3CX Certified Engineer (Basic or Advanced).
- Microsoft Certified: Endpoint Administrator Associate or equivalent.
- Grade 12 (Matric)
Pay: From R12 000,00 per month
Application Question(s):
- Do you have 2+ years of experience working with Microsoft 365 environments?
Work Location: In person
