IT Service Desk Engineer – SA Team Leader

We're looking for an experienced Senior IT Service Desk Engineer to join our growing Technology team in Century City, Cape Town.

This is a hands-on technical leadership role, ideal for someone who enjoys solving complex technical problems while also supporting and mentoring junior IT engineers.

You'll provide 1st, 2nd and 3rd line IT support across remote and on-site environments and act as the senior escalation point for complex hardware, software, systems and networking issues. You'll also contribute to IT projects, infrastructure improvements, security initiatives and the ongoing development of our IT services.

Key Responsibilities:

• Provide 1st, 2nd and 3rd line technical support to users.
• Take ownership of complex technical issues through to resolution.
• Act as the senior escalation point for hardware, software, networking and systems issues.
• Support and mentor junior IT engineers.
• Prioritise Service Desk workloads and ensure incidents are resolved within agreed SLAs.
• Administer and support Microsoft 365, including Teams, SharePoint Online and Exchange Online.
• Support Active Directory, Microsoft Entra , endpoint management and user access.
• Troubleshoot networks, switches, routers, Wi-Fi, VPNs and firewalls.
• Support Windows 10, Windows 11 and Windows Server environments.
• Assist with Microsoft Defender, endpoint security, patching and vulnerability remediation.
• Investigate recurring issues and identify root causes and long-term solutions.
• Assist with backups, recovery and infrastructure maintenance.
• Work with third-party suppliers and IT support partners.
• Support technology deployments, infrastructure upgrades and IT projects.
• Maintain technical documentation and knowledge-base articles.
• Identify opportunities to improve IT processes and automate repetitive tasks.

Requirements:

• 5+ years' experience in an IT Service Desk or technical support environment.
• Strong 2nd line and advanced technical support experience.
• Experience supporting Windows 10 and Windows 11.
• Experience providing remote and on-site support.
• Experience working across a multi-site environment.
• Experience mentoring or supporting junior IT engineers.
• Strong troubleshooting skills across hardware, software and networking.
• Excellent communication and customer service skills.
• Ability to prioritise incidents and manage competing workloads.
• A proactive, organised and customer-focused approach.

Experience with any of the following would be beneficial:

• Microsoft Intune and endpoint management
• Power Shell or scripting
• Windows Server and virtualisation
• Active Directory, DNS and DHCP
• VPNs, firewalls and managed switches
• VoIP and telecommunications
• Power Automate and Microsoft Forms
• Mac OS X
• ITIL or relevant Microsoft/technical certifications
• Recruitment industry environments

What We're Looking For:

We're looking for someone who is technically confident, hands-on and comfortable taking ownership of complex issues. You should enjoy helping others, be confident working with both technical and non-technical users, and have the ability to guide and support junior team members.

Most importantly, you'll be someone who enjoys technology, problem-solving and continuous improvement
, and who wants to play an active role in developing a reliable and effective IT service.

Location: Century City, Cape Town

Working Hours: Monday-Friday, 9:30am-6:30pm