Website SNG GrantThornton
SNG Grant Thornton is a forward-thinking firm where you’ll work with diverse clients and professionals dedicated to delivering excellence. We are a member firm of Grant Thornton International, one of the world’s leading international organisations of independently owned and managed accounting a… read morend consulting firms. We offer high-quality assurance, tax and advisory services to a diverse range of clients. Our success is based on great depth of expertise, delivered in a distinctively personal and straightforward way.
Role Purpose
The Senior IT Engineer is responsible for providing end‑to‑end technical support across 1st, 2nd, and 3rd level, ensuring reliable, secure, and efficient operation of the firm’s IT infrastructure, platforms, and business‑critical systems including the firewalls.
The primary purpose of the role is to establish a skilled, permanent in‑house technical resource with strong institutional knowledge who can resolve day‑to‑day user issues, manage complex infrastructure incidents, and act as the senior escalation point for technical problems. The role is hands‑on and spans user support, infrastructure platforms including the firewalls, application support, monitoring, and continuous service improvement.
Key Responsibilities
End‑User & Technical Support (1st, 2nd & 3rd Level)
Provide 1st and 2nd level support for end‑user incidents, service requests, and system issues as required.
Act as the primary 3rd level escalation point for complex or unresolved technical issues.
Troubleshoot and resolve issues across operating systems, servers, applications, databases, and cloud platforms.
Support business‑critical systems and applications, including those dependent on SQL databases.
Infrastructure & Platform Support
Administer and support Active Directory, Azure AD / Entra ID, and identity synchronisation.
Manage and support Microsoft 365 services, including Exchange Online.
Support and maintain server and virtualisation platforms (Hyper‑V, VMware, or equivalent).
Monitor platform health, performance, availability, and capacity.
SQL & Application Support
Provide SQL Server support, including:
Connectivity and access troubleshooting
Basic query execution and validation
Data verification and integrity checks
Support to applications relying on SQL back‑end databases
Liaise with vendors and application owners to resolve database‑related issues where required.
Incident, Problem & Change Support
Participate in incident and problem management, including root cause analysis and permanent remediation.
Support infrastructure and application changes, upgrades, and patches.
Ensure appropriate testing and rollback procedures are followed for technical changes.
Monitoring, Reporting & Operational Visibility
Maintain and utilise monitoring and alerting tools across infrastructure platforms.
Produce operational reports covering availability, performance, trends, and recurring issues.
Provide technical input for service improvement initiatives.
Documentation & Knowledge Management
Maintain current technical documentation, diagrams, and configuration records.
Document standard operating procedures and common troubleshooting steps.
Contribute to knowledge sharing within the IT team to improve support efficiency.
Internal Collaboration
Work closely with the IT Manager, IT Engineers, Cybersecurity Analyst, and IT Risk & Compliance Manager to support reliable IT service delivery.
Provide technical guidance and mentoring to junior support staff when required.
Network & Firewall Security Support
Administer and support network security infrastructure, including Fortinet firewalls (FortiGate)
Perform firewall configuration, policy management, and rule optimisation
Monitor firewall logs and security alerts, and respond to network and security incidents
Support VPN configuration and secure remote access
Ensure firewall configurations align with security best practices and internal policies (e.g., POPIA, ISO 27001)
Work with cybersecurity and infrastructure teams to strengthen perimeter security and threat detection
Key Skills & Technical Competencies
Essential Technical Skills
Windows Server & Active Directory
Azure AD / Entra ID
Microsoft 365 (Exchange Online and core services)
Virtualisation platforms (Hyper‑V / VMware)
SQL Server (support and troubleshooting level)
Infrastructure and application troubleshooting
Monitoring and alerting tools
Technical documentation and diagramming
Network security fundamentals and firewall administration
Fortinet FortiGate firewall configuration and support
VPN technologies and secure connectivity
Network monitoring and traffic analysis tools
Qualifications & Experience
Relevant IT qualification (Diploma or Degree in IT, Computer Science, or similar)
7+ years’ experience in IT infrastructure and support roles
Demonstrated experience providing 1st, 2nd, and 3rd level support
Strong experience supporting business‑critical applications and platforms
Experience in hybrid (on‑premises and cloud) environments
Fortinet NSE 4 (Network Security Professional) or higher
Microsoft certifications (Azure / Microsoft 365)
ITIL Foundation (advantageous)
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