ASG IT Support Services

Intermediate Field ICT Support Engineer

Intermediate Field ICT Support Engineer

Job purpose

Responsible for providing ICT support to customers and assisting other support technicians. Resolve support requests, covering hardware software, networks, the Internet and other IT-related systems. Monitor all critical systems and respond to alerts generated by these systems as required.

Duties and responsibilities

  • Provide Intermediate IT support to customers and colleagues as required, covering software, hardware and other IT related matters, either face-to-face, over the phone, via email or “remotely”, to help set up systems and / or resolve issues
  • Install and configure new IT infrastructure equipment, including hardware, software, operating systems and related applications
  • Set up new Users’ accounts and profiles on Servers and resolve any password issues
  • Troubleshoot server and network problems, diagnosing and solving hardware, software, network or other related faults
  • Acknowledge support request ticket(s) and accurately record, update and document progress
  • Help with the assessment, development, implementation and support of issues raised by customers
  • Perform other duties and responsibilities as assigned and required
  • Respond within agreed time limits to requests for support
  • Take responsibility for the smooth operations of all “Client/Sites” core infrastructure
  • Configuration of software including email, antivirus or any third-party applications requested by the customer – Excluding software that requires outsourced support
  • Provide support for any IT related issue as direct by management
  • Liaise with external suppliers/vendors for the repair of equipment / software under warranty or maintenance contract.
  • Take ownership of escalations and professionally manage them through to resolution
  • Ensure all incidents, issues and changes are recorded through the ticketing system
  • Provide hands on escalation support for all IT teams and colleagues
  • Proactively manage assigned sites and suggest improvements
  • Provide support for all IT related projects (out of hours working, occasional nights and weekends as required)
  • Provide weekly reports to management for all critical issues at assigned “sites”
  • Completing Timesheets and Travel Claims dutifully and diligently and correctly
  • Request quotes with proper information on hardware/software
  • Manage / Assist mid and junior “site” engineers with daily duties and projects, as required
  • Assist Junior / Midlevel Technicians where required / requested
  • Creates/maintains documentation for “sites” in Wiki
  • Contact/Update clients on any/all changes during maintenance/troubleshooting
  • Advanced Maintenance / Troubleshooting / Installation of client Servers/Network devices


Key Performance Areas

  • Ensure all hardware and software installations and configurations comply with company policiesand standards.
  • Sites in technician’s care are running optimally without repetitive faults
  • Maintain average ticket resolution of 48 hours, meeting or exceeding SLA’s.
  • 80% First-time resolution on support requests


Job Type: Full-time


  • 2 years working experience with the following: Microsoft 365, Azure, Virtualization, Storage (backups), Active Directory Management, VOIP – with a minimum of
  • Reliable transportation along with a valid South African driver’s license
  • A combination of the following certifications or university equivalents relevant to the intermediate-level technician position we’re hiring for:
    1. CompTIA A+ (Core 1 and Core 2)
    2. CompTIA Network+
    3. CompTIA Security+
    4. Cisco Certified Network Associate (CCNA)
    5. Microsoft Certified: Azure Administrator Associate
    6. AWS Certified Solutions Architect – Associate
    7. VMware Certified Professional (VCP)
    8. Certified Information Systems Security Professional (CISSP)
    9. VOIP
    10. Bachelor’s degree in Computer Science, Information Technology, or a related field.