ENVIRONMENT: PROVIDE advanced technical support to clients of a dynamic provider of Cybersecurity solutions seeking a Tier 2 IT Support Technician by resolving escalated IT issues, maintaining end-user systems, and supporting daily IT operations. You will ensure reliable, secure, and efficient IT services while escalating complex incidents to Tier 3 when required. Applicants will require an IT qualification/Diploma or equivalent practical experience with at least 2-4 years of IT Support or Service Desk experience with good knowledge of Windows operating systems, Microsoft 365, Active Directory & basic networking. You must also have a solid understanding of IT security, patch management, backups, and incident management. You must have a high command English, your own - Internet / Hardware/Back-up Power and you will work SA hours. DUTIES: Technical Support: Investigate and resolve escalated hardware, software, operating system, application, and connectivity issues. Systems Administration: Support Windows workstations, Windows Server, Active Directory, user accounts, permissions, Group Policy, and Microsoft 365. Networking: Troubleshoot basic LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and network connectivity issues. Endpoint Management: Install, configure, maintain, and troubleshoot laptops, desktops, printers, peripherals, and business applications. Cybersecurity: Assist with antivirus/EDR alerts, patching, MFA, access controls, and security remediation according to established procedures. Monitoring and Maintenance: Monitor system alerts, perform routine maintenance, assist with backups, and identify potential technical risks. Incident Management: Log, prioritise, update, and resolve support tickets within agreed SLAs, escalating complex or high-impact incidents to Tier 3. Documentation: Maintain accurate ticket records, troubleshooting notes, asset information, and knowledge-based articles. Client Service: Provide professional, timely communication and technical guidance to clients and end users. Team Collaboration: Work with Tier 1 Technicians, the Tier 3 Technical Lead, and other Technical teams to ensure effective service delivery. REQUIREMENTS: Qualifications – IT qualification, Diploma, or equivalent practical experience. Experience/Skills - 2-4 Years of experience in IT Support or a Service Desk environment. Good working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking. Experience with ticketing systems, remote support tools, and endpoint management. Understanding of IT security, patch management, backups, and incident management. CompTIA A+, Network+, Microsoft, or equivalent certifications are advantageous. Strong troubleshooting and problem-solving skills. Awareness of Cybersecurity best practices and safe IT administration. ATTRIBUTES: Good communication and customer-service abilities. Effective time management and prioritisation. Attention to detail and accurate documentation. Teamwork, accountability, and willingness to learn.