Nexio invites experienced Technical Support Engineers t o join our dynamic team in Midrand for a permanent position supporting critical IT infrastructure in industrial environments.
This role offers an exceptional opportunity to provide advanced frontline technical assistance for sophisticated IT systems deployed in power stations, mining operations, and other industrial settings.
The successful candidate will play a crucial role in maintaining operational continuity through remote troubleshooting, system monitoring, and deployment support within high-trust, customer-facing environments.
Position Overview
Location: Midrand, Gauteng
Employment Type: Permanent
Experience Level: Associate (3+ years)
Industry: Information Technology and Services
Closing Date: 31 October 2025
As a Technical Support Engineer at Nexio, you will be responsible for delivering superior technical support for IT systems operating in demanding industrial environments. This position requires a blend of technical expertise, problem-solving skills, and the ability to work effectively under pressure to ensure maximum system uptime and performance.
Key Responsibilities
Remote Support and Troubleshooting
- Diagnose and resolve complex issues affecting IT infrastructure including servers, networks, and applications
- Utilize remote access tools to assist on-site personnel with fault resolution and system maintenance
- Support software, firmware, and configuration updates across diverse IT devices and systems
- Conduct advanced triage and validation for incidents escalated beyond first-line support capabilities
- Identify root causes of system issues and escalate to relevant Subject Matter Experts when required
System Monitoring and Maintenance
- Proactively monitor IT environments using advanced dashboard tools to identify anomalies and service degradation
- Respond promptly to monitoring alerts by initiating corrective actions to restore system functionality
- Maintain comprehensive documentation of system health reports, alert events, and performance analytics
- Implement preventive maintenance procedures to minimize system downtime and optimize performance
Deployment and Installation Support
- Support the deployment, configuration, and validation of new IT systems and software updates
- Coordinate effectively with field technicians to ensure successful site installations and system upgrades
- Document all process steps, test results, and validation outcomes for future reference and compliance
- Ensure all deployment activities adhere to established quality standards and project timelines
Service Desk and SLA Management
- Triage, validate, and respond to incoming support tickets via service management platforms including ServiceNow and Remedy
- Prioritize tasks and incidents in strict alignment with Service Level Agreements and business impact assessments
- Maintain accurate records of incident details, troubleshooting steps, and resolution outcomes in knowledge base systems
- Ensure proper escalation procedures are followed for unresolved or complex technical issues
Collaboration and Continuous Improvement
- Work closely with IT, Engineering, and Operations teams to ensure seamless integration between OT and IT systems
- Participate in shift-based and standby support rotations to maintain 24/7 service availability
- Contribute actively to daily stand-ups, shift handovers, and continuous improvement initiatives
- Share technical knowledge and mentor junior team members to enhance overall team capability
Qualifications and Experience
Educational Requirements
- National Diploma, Certificate, or Degree in Information Technology, Computer Science, Engineering, or related field
Professional Experience
- Minimum 3+ years in technical support (L1) role OR 6+ years in L2 support within OT/IT environments
- Proven experience handling incidents, service requests, and monitoring-based support in high-availability environments
- Exposure to ITSM frameworks or ITIL-aligned processes and procedures
- Experience in power generation, mining, or industrial automation sectors (advantageous)
Technical Knowledge and Certifications
Essential Technical Skills
- Strong understanding of Operational Technology and IT Infrastructure with Industrial Control Systems
- Knowledge of monitoring tools and service desk platforms (ServiceNow, Remedy)
- Proficiency in networking fundamentals, TCP/IP protocols, and VPN technologies (FortiClient VPN)
- Working knowledge of Windows and Linux operating environments
- Exposure to IoT devices, electrical engineering concepts, and industrial automation systems
Advantageous Certifications
- CompTIA (A+, Network+, Linux+)
- Microsoft Certified (Azure Fundamentals, M365)
- ITIL Foundation Certification
- Cisco CCNA Certification
Desirable Technical Knowledge
- Scripting languages: PowerShell, VBA
- Messaging/Streaming: RabbitMQ, Kafka
- Databases: MongoDB, TimescaleDB
- Virtualization: Kubernetes, Rancher, Hyper-V
- Cloud Platforms: Microsoft Azure, AWS
- Version Control: GitHub/GitLab
- Development Tools: Visual Studio Code
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Career Development and Work Environment
This position offers significant opportunities for professional growth within a leading IT services organization. Nexio provides a supportive work environment that encourages continuous learning and skills development. The role exposes engineers to cutting-edge technologies in industrial IT environments, providing valuable experience that enhances long-term career prospects in the rapidly evolving field of operational technology.
The position may require participation in shift rotations and standby duties to ensure 24/7 support coverage for critical industrial systems. Nexio maintains a commitment to workplace excellence and provides the necessary tools and training to ensure success in this challenging yet rewarding role.
Interested candidates who meet the specified requirements and are passionate about delivering exceptional technical support in critical environments are encouraged to apply before the closing date of 31 October 2025.
