Technical Support Engineer

Technical Support Engineer

Location: South Africa (Remote/Hybrid)

Type: Permanent Mid-Level

About Redherd

Redherd is a specialist cybersecurity and technology recruitment firm partnering with organisations across managed services cybersecurity cloud infrastructure and enterprise technology. We work closely with high-performing teams to identify exceptional technical talent across South Africa and internationally.

About The Client

Our client is a South African technology and cybersecurity services provider delivering managed IT and security solutions to a diverse client base. Their team supports modern Microsoft environments cybersecurity tooling cloud services and end-user infrastructure with a strong emphasis on customer service operational excellence and continuous improvement.

Role Overview

Our client is seeking a Technical Support Engineer to provide frontline technical support across Microsoft cloud environments Windows infrastructure endpoint security and networking. This role will act as a key technical contact for clients handling incidents service requests troubleshooting onboarding/offboarding activities and security-related support tasks. The successful candidate will be comfortable working within a structured service desk environment while maintaining strong communication with clients and internal teams.

Key Responsibilities

• Serve as the first technical point of contact for client incidents service requests and technical enquiries.
• Troubleshoot and resolve issues across Microsoft 365 Exchange Online Teams SharePoint OneDrive Entra ID Windows 10/11 Windows Server and Active Directory.
• Perform effective ticket triage root cause analysis and escalation where required.
• Manage user onboarding and offboarding processes including licensing permissions group memberships and access management.
• Support endpoint protection MFA platforms email security solutions and managed security tooling.
• Investigate recurring issues and identify long-term solutions rather than temporary fixes.
• Maintain accurate ticket documentation troubleshooting notes and remediation actions.
• Create and maintain technical runbooks and support documentation.
• Participate in after-hours and weekend on-call rotations.
• Communicate proactively with clients throughout incidents and service requests.

Required Experience

• 2-5 years of experience in Technical Support Service Desk IT Operations MSP MSSP or Corporate IT environments.
• Hands-on administration of Microsoft 365 environments including Exchange Online Entra ID licensing and Conditional Access.
• Strong Windows desktop and Windows Server support experience.
• Experience supporting Active Directory Group Policy DNS and DHCP.
• Familiarity with ticketing systems service management processes and SLA-driven environments.
• Understanding of networking fundamentals including TCP/IP VPNs routing concepts and firewalls.
• Strong troubleshooting and customer communication skills.

Nice To Have

• Experience with CrowdStrike Falcon Trellix or other EDR/XDR platforms.
• Exposure to SIEM technologies and basic security monitoring.
• PowerShell scripting and automation.
• Experience supporting professional services organisations.
• Exposure to document management systems and secure file exchange platforms.
• Experience with FortiGate or similar firewall technologies.
• Exposure to cybersecurity operations or managed security environments.