Tier 2 Service Desk Engineer

Tier 2 Service Desk Engineer
Location: Century City Cape Town (On-site)
Employment Type: Full-time

Working Hours: (08h00 17h00) UK hours

About Our Client
Our client is an international Cybersecurity & IT Support provider offering world-class exposure advanced technical development and strong career growth opportunities. Their environment is fast-paced innovative and supported by DevOps-driven automation and custom PSA tools.

About the Role
The Tier 2 Engineer handles escalations from Tier 1 resolves complex incidents supports infrastructure upgrades and contributes to stable secure high-performing client environments. Ideal for someone with strong MSP experience who enjoys solving challenging technical problems and working on multi-tenant systems.

Key Responsibilities

• Resolve escalated support issues and maintain SLA compliance

• Support server network and cloud infrastructure implementations

• Troubleshoot advanced workstation network and security issues

• Perform maintenance patching upgrades and system changes

• Assist with solution design and project delivery

• Identify recurring issues and recommend improvements

• Collaborate with Tier 3 and account teams on best practices

• Maintain documentation and contribute to process optimisation

Skills & Experience Required

• 34 years solid IT support (MSP experience preferred)

• Strong knowledge of Windows/macOS M365 Azure SharePoint Google Workspace

• Server & Virtualisation: Windows Server AD DNS GPO VMware Hyper-V

• Networking: Firewalls switches routing VPN VLAN VoIP

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

• Backups: Veeam VMware SAN/NAS

• Scripting (PowerShell) beneficial

• Relevant certifications (A N MCSE CCNA VCP) advantageous

What Youll Need

• Excellent problem-solving and troubleshooting ability

• Strong communication and collaboration skills

• Ability to manage pressure and multiple priorities

• Customer-focused proactive and detail-oriented

• A passion for continuous learning and technical growth

Culture & Perks

• Loyalty-based medical & retirement benefits

• Training development & career growth

• Socials & Friday lunches

• UK travel opportunities for strong performers

• Profit share for top achievers