L2 IT Support Technician

Job Description:

About Us

Zinia is a leading provider of innovative IT solutions, dedicated to delivering exceptional service and technology-driven results to our clients. We pride ourselves on our commitment to excellence, our collaborative team culture, and our passion for helping our clients succeed.

Role Purpose

The EUC / FMS L2 Support Engineer is responsible for providing Level 2 end-user computing and infrastructure support at ZINIA client sites. The role includes on-site technical support, remote troubleshooting, executive user support, device configuration, enterprise application support, and coordination with vendors to ensure timely incident resolution within SLA.

Key Responsibilities

End-User Support

• Install, configure and troubleshoot desktops and laptops (Windows environment)
• Manage device imaging (SCCM / Intune)
• Perform hardware and peripheral troubleshooting (monitors, docking stations, keyboards, mice)
• Support encryption, password resets, and user account configuration
• Provide hands-and-feet support where remote resolution is not possible

Microsoft 365 & Email Support

• Configure and troubleshoot Outlook and Microsoft 365
• Manage mailbox, PST/OST issues, licensing, and mobile email setup
• Support MS Teams and related collaboration tools

Printer & Peripheral Support

• Troubleshoot network printers and multi-functional devices
• Install and configure drivers
• Coordinate with vendors for hardware-related issues

Network & Connectivity Support

• Troubleshoot LAN and VPN connectivity issues
• Support endpoint security and VPN tools (e.g., Zscaler, Citrix)
• Log and escalate network incidents to relevant teams

Enterprise & Business Application Support

• Provide first line troubleshooting for enterprise applications (installation, configuration, connectivity)
• Support browser, proxy, and Java-related issues
• Escalate to L3/application teams when required

Mobile Device Support

• Configure and troubleshoot corporate mobile devices (Android/iOS)
• Support Intune enrolment and email configuration

Operational Device Support

• Install, configure and troubleshoot scanners and specialized operational devices
• Perform connectivity testing (Wi-Fi, SIM, Bluetooth)
• Coordinate with vendors or L3 teams for hardware faults

Executive Support

• Provide priority on-site support to designated executive users
• Take full ownership of executive-related incidents

Vendor Coordination & Escalation

• Log vendor calls where required
• Follow up and ensure resolution within SLA
• Escalate incidents according to escalation matrix

Project Support

• Assist with device rollouts, upgrades, and IT project implementations
• Provide on-site deployment and configuration support

Service Levels

• Support provided Monday – Friday (08:00 – 17:00 SAST)
• Resolution aligned to agreed SLAs
• On-site support for predefined locations

Requirements

• 3–5 years’ experience in L2 End-User / Infrastructure Support
• Strong Windows OS and Microsoft 365 knowledge
• Experience with SCCM / Intune
• Basic networking knowledge (LAN/VPN)
• Experience supporting enterprise environments
• Strong troubleshooting and customer service skills

IT qualification (Diploma/Degree preferred

Work Location: In person

Pay: R18 000,00 - R25 000,00 per month

Work Location: In person