Dedicated Support Engineer (Somerset West Onsite)

ENVIRONMENT

• DELIVER consistent, high-quality technical support that keeps client environments stable, secure, and performing as the next Dedicated Support Engineer wanted by a dynamic ICT Service Provider in Somerset West.
• You will be responsible for handling support requests, troubleshooting technical issues, assisting with escalations, and contributing to ongoing improvements across systems and processes.
• This is a role for someone who enjoys solving problems, working with structure, and taking ownership of tasks from start to finish. Applicants will require 4-5 years suitable work experience including strong troubleshooting, problem-solving skills and the ability to handle increasing complexity over time. You must also possess a valid Driver's Licence and own reliable car, and this role will require regular travel to client sites.

DUTIES

Support & Troubleshooting Core –

• Handle incoming support requests via the Helpdesk system.
• Diagnose and resolve user, system, and network-related issues.
• Ensure all work is logged clearly with notes and next steps.
• Follow structured troubleshooting processes.

Escalation & Technical Support –

• Escalate issues when required with clear and complete information.
• Support higher-level troubleshooting where needed.
• Follow escalation paths and processes correctly.
• Assist in resolving more complex technical issues over time.

Systems & Stability –

• Contribute to maintaining stable and reliable client environments.
• Identify recurring issues and flag for improvement.
• Assist in implementing fixes and preventative measures.

Documentation & SOP Compliance Non-Negotiable –

• Follow all SOPs and internal processes.
• Document work clearly and consistently.
• Update knowledge base articles where required.
• Ensure no work is completed without proper logging.

Communication & Professionalism –

• Communicate clearly with clients and internal teams.
• Provide regular updates on work in progress.
• Manage expectations professionally.
• Maintain a calm, solution-focused approach.

REQUIREMENTS

• 4-5 Years relevant work experience.
• Strong troubleshooting and problem-solving ability.
• Ability to handle increasing complexity over time.
• Continuous improvement in technical capability.
• A valid Driver's License and own reliable car and this role will require regular travel to client sites.

ATTRIBUTES

• Enjoys solving problems and working with systems.
• Is organised and follows process naturally.
• Communicates clearly and professionally.
• Takes pride in doing work properly.
• Is reliable, consistent, and accountable.
• Wants to grow in a technical environment.