Tier 2 Service Desk Engineer

Job Title: Tier 2 Service Desk Engineer

Location: Century City (On-site)

Employment Type: Full-time

An international Cybersecurity and IT Managed Services provider is seeking a technically proficient Tier 2 Service Desk Engineer to join its Cape Town team.

This mid-level role is responsible for resolving escalated incidents from Tier 1 engineers supporting infrastructure projects and maintaining stable secure and efficient client environments. The ideal candidate is hands-on detail-oriented and eager to grow within a high-performance technical team.

Role Purpose

The Tier 2 Engineer provides advanced technical support and acts as the bridge between Tier 1 and Tier 3 teams. The role ensures that escalated issues are resolved promptly systems are maintained to best practice standards and continuous improvement opportunities are identified and implemented.

Key Responsibilities

• Resolve incidents escalated from Tier 1 engineers maintaining SLA compliance and client satisfaction.

• Support and implement network server and cloud infrastructure upgrades and configurations.

• Perform system maintenance troubleshooting and patching to ensure optimal performance.

• Assist in solution design and contribute technical input to infrastructure projects.

• Ensure compliance with change management security and documentation standards.

• Proactively identify recurring issues and recommend long-term solutions.

• Collaborate with Tier 3 engineers and account teams on client roadmaps and cybersecurity best practices.

• Update knowledge base documentation and contribute to team process improvements.
  
  

Skills and Experience

• Mid-level technical expertise in setup configuration and support of:

• Operating Systems: Windows & macOS Windows Server SQL AD GPO DNS DHCP

• Networking: Firewalls routers switches VPN VLAN VOIP Layer 13 routing

• Cloud Platforms: Microsoft 365 Azure SharePoint Google Workspace

• Virtualisation: VMware Hyper-V and multi-tenant environments

• Security & RMM Tools: FortiGate Cisco ASA N-able ESET Bitdefender WebTitan Mimecast

• Backup Solutions: Veeam SAN/NAS and multi-tenant cloud backups
  
  

• Familiarity with scripting (PowerShell) and process automation.
  Experience within an MSP environment preferred.

• Proven ability to manage multiple priorities and meet tight deadlines.
  
  

Qualifications & Experience

• 5 years experience in IT support or managed services.

• Relevant certifications (Microsoft Cisco VMware CompTIA A/N) advantageous.

• Strong technical understanding of network and server infrastructure.

• Exposure to project delivery and cross-platform integrations.
  
  

Core Competencies

• Analytical problem-solver with strong technical judgment.

• Excellent communication and collaboration skills.

• Committed to continuous learning and service improvement.

• Reliable proactive and customer-focused.

• Demonstrates professionalism ownership and integrity.

Culture & Values

The organisation promotes a culture of technical excellence integrity and teamwork. Engineers are encouraged to innovate collaborate and grow through continuous development.

Core values include:
Persistence Empathy Expertise Proactivity Integrity Collaboration Innovation