Support Services Engineer - 2nd Line

Join our customer-focused team as a 2nd Line IT Support Engineer, solving complex issues for a diverse range of predominantly UK-based clients. You will take ownership of incidents, support users and fellow engineers, and build valuable Microsoft-focused skills across a modern technology environment.

Join our customer-focused team as a 2nd Line IT Support Engineer, solving complex issues for a diverse range of predominantly UK-based clients. You will take ownership of incidents, support users and fellow engineers, and build valuable Microsoft-focused skills across a modern technology environment. You will also work closely with the Team Manager, contributing to training, service monitoring and documentation while sharing knowledge and helping the team succeed.

The budgeted salary for this role is R22,000 to R28,000 gross per calendar month. Any offer will reflect your knowledge and experience across the technologies outlined below.

• The first stage is a short online technical test, taking approximately 7 minutes, which will be sent to you by our recruitment team.
• Our hiring team will review your test results alongside your CV and aim to confirm the next steps within 48 hours.
• If shortlisted, you will be invited to choose from a selection of face-to-face assessment events every Friday at our Century City, Cape Town office.
• We will communicate the outcome following your face-to-face assessment.

We recognise the value of flexibility and the positive impact it can have on both wellbeing and performance. Our hybrid working policy enables employees to balance time in the office with time  team comes together at our Century City office once a week to collaborate, connect and have fun. Each team agrees the approach that works best for its responsibilities and customers.

If you would like to understand the arrangements for this role, our recruitment team will be happy to help after you apply.

• 2nd Line experience:
  At least two years’ experience as a 2nd Line Service Desk Engineer, ideally in a fast‑paced customer environment.
• Microsoft 365:
  Practical experience supporting Microsoft Entra , Exchange Online, Exchange Server and SharePoint Online.
• Azure:
  Working knowledge of Microsoft Azure and Azure Virtual Desktop.
• Endpoint and security management:
  Hands‑on experience with Microsoft Intune, Microsoft Defender and Power Shell.
• Productivity applications:
  Confident support of Outlook, Word, Excel, One Drive and related Microsoft 365 applications.
• Active Directory:
  Experience managing user accounts, permissions, security groups and Group Policy.
• Storage:
  Experience administering shared drives and access permissions.
• Networking: A sound understanding of DHCP, DNS, IP addressing and VPN technologies.
• Email security:
  Familiarity with Mimecast services.
• Troubleshooting: A structured approach to diagnosing and resolving desktop, laptop, peripheral and software issues.
• Desirable certifications: AZ-900, MS-900, SC-900, AI-900, AZ-140, AZ-104, MD-102 or MS-102.
• Additional advantage:
  Experience with Citrix technologies.

• Deliver excellent support:
  Resolve incidents, service requests and complaints promptly, professionally and with empathy, keeping customers informed throughout.
• Troubleshoot and take ownership:
  Diagnose issues across a varied technology estate and manage them through to resolution.
• Meet service commitments:
  Prioritise your workload effectively to achieve agreed Service Level Agreements.
• Collaborate and share knowledge:
  Support colleagues, guide fellow engineers and work across teams to maintain service quality.
• Champion the customer:
  Build trusted relationships and identify recurring…