Ronald Josephs

Experienced IT Support professional with strong exposure to Microsoft 365, Azure, and enterprise systems in a large-scale environment supporting over 4,500 users. Skilled in incident management, root cause analysis, and system troubleshooting, with practical experience supporting application performance, assisting with deployments, and working alongside infrastructure and application teams. Currently focused on moving into an Application Support / Systems Analyst role where I can apply my technical support background, strengthen my system analysis capabilities, and contribute to delivering reliable IT solutions.

Global IT 2nd Line Engineer at Sigma (2022-01 – Present)

Provide second-line support in a global environment, ensuring system stability and supporting application performance across business operations.

• Analyse, troubleshoot, and resolve complex incidents across Microsoft 365, Azure, VPN, and internal systems
• Perform root cause analysis to identify recurring issues and improve system reliability
• Support over 4,500 users across South Africa and UK operations
• Monitor systems and perform proactive health checks to prevent downtime
• Manage user accounts, permissions, and MFA using Active Directory and Entra ID
• Collaborate with infrastructure and application teams to resolve system-related issues
• Assist with system changes, deployments, and release activities
• Maintain and update technical documentation and knowledge bases
• Provide second-line support for escalated incidents and service requests
• Diagnose and resolve complex issues across Microsoft 365, Azure, VPN, and internal systems
• Perform proactive monitoring and system health checks
• Conduct root cause analysis and collaborate with infrastructure and application teams
• Maintain documentation and improve support processes
• Assist with system changes, deployments, and releases

IT Help Desk / Service Desk Operative at Sigma (2022-01 – Present)

Provide second-line IT support across Microsoft 365, Azure, and internal systems. Handle user issues, access requests, and perform daily system health checks to maintain uptime and performance.

• Log, triage, and resolve technical incidents, escalating complex cases
• Perform system health checks and monitor application performance
• Manage user accounts and MFA in Azure AD and Active Directory
• Document recurring issues
• Collaborate with IT Risk and Compliance
• Assist with deployments and user communication

Customer Service Energy Specialist at Sigma (2020-01 – 2022-12)

Handled customer queries and technical issues, maintaining professionalism under pressure.

IT Support Technician at IT Naledi Solutions (2018-01 – 2018-12)

Provided on-site and remote technical support for hardware, software, and network issues.

Technical Support A+ NQF 4 in Technical Support – On The Ball College (2017-01 – 2017-12)

System Development NQF 5 in System Development – On The Ball College (2018-01 – 2018-12)

Generic Management NQF 4 in Generic Management – On The Ball College