Senior Service Engineer L2 | First Point Group

First Point Group is actively seeking an experienced, high‑caliber, and technical Senior Service Engineer (L2) with 5+ years of IT support and managed services experience to join our enterprise managed services provider client in Cape Town, South Africa on a full‑time permanent basis. In this critical cloud and infrastructure support role, you will take ownership of complex enterprise escalations across Microsoft cloud and hybrid infrastructure, resolving major incidents while developing deeper expertise across Azure, Microsoft 365, and virtualization.

You will leverage your strong background in cloud administration, incident management, and managed services to drive technical excellence. This opportunity offers competitive compensation, funded professional certifications, and exceptional career progression into senior technical positions within a leading global telecommunications recruitment and IT consultancy enterprise.

As a Senior Service Engineer (L2) supporting enterprise cloud and hybrid environments in Cape Town via First Point Group, you will take full operational, tactical, and technical ownership of L2/L3 support escalations, major incident resolution, and hybrid cloud operations. Your day‑to‑day responsibilities include managing complex enterprise escalations across Microsoft Azure and Microsoft 365 environments, resolving high‑severity major incidents, and maintaining high availability across virtualized infrastructure.

You will collaborate closely with client IT teams, infrastructure architects, and vendor support partners to diagnose system anomalies, perform root‑cause analysis (RCA), and implement preventive measures. Furthermore, you will participate in scheduled maintenance windows, support cloud migration initiatives, mentor junior engineers, and maintain meticulous technical support documentation.

• Provide expert‑level L2/L3 technical support and ownership for complex enterprise cloud and hybrid infrastructure environments.
• Manage, troubleshoot, and resolve high‑severity major incidents, service disruptions, and technical escalations.
• Administer and optimize Microsoft Azure cloud resources, virtual machines, networking, and identity management services.
• Oversee Microsoft 365 enterprise administration, Exchange online, SharePoint, Teams, and security compliance policies.
• Support enterprise virtualization platforms, hypervisors, storage systems, and hybrid backup solutions.
• Coordinate seamlessly with client stakeholders, managed services teams, and technology vendors during incident triage.
• Conduct thorough Root Cause Analysis (RCA) and implement robust corrective and preventive actions (CAPA).
• Participate in continuous service improvement initiatives, technical documentation updates, and junior engineer mentoring.

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.
• Minimum of 5+ years of professional working experience in IT support, managed services, or cloud infrastructure operations.
• Strong, proven operational experience with Microsoft Azure cloud administration and Microsoft 365 enterprise management.
• Proven confidence and hands‑on experience handling complex technical escalations and major incidents.
• Solid working knowledge of hybrid infrastructure architectures, Windows Server administration, and virtualization.
• Strong analytical problem‑solving skills and exceptional customer‑facing communication abilities.
• Excellent written and verbal communication skills in English.
• Mandatory legal eligibility to work in South Africa with local residency and availability for on‑site operations in Cape Town.

• Ac…