IT Support Engineer – Level 2

Location: Cape Town / Johannesburg

We are seeking an experienced L2 Support Engineer to join our team. The successful candidate will handle advanced technical issues, act as an escalation point for L1 engineers, and ensure high-quality support across client environments. This role requires strong troubleshooting skills, excellent communication, and the ability to work confidently with cloud platforms, networking, hardware, and core IT infrastructure.

Responsibilities

• Respond to and resolve escalated support tickets within SLA.
• Diagnose and troubleshoot complex hardware, software, and network problems.
• Perform root cause analysis and implement long-term solutions.
• Install and configure hardware, software, servers, and networking equipment.
• Manage user accounts, permissions, and access control.
• Perform maintenance, patching, and system updates.
• Monitor system health using RMM tools and proactively prevent issues.
• Provide end-user support, training, and guidance.
• Collaborate with L1, L3, and specialist teams; escalate issues where required.
• Maintain accurate documentation and contribute to knowledge base articles.
• Adhere to security protocols and support SOC-driven security initiatives.
• Mentor L1 engineers and support continual service improvement.

Minimum Requirements

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• MS-102: Microsoft 365 Administrator
• AZ-104: Microsoft Azure Administrator
• 2–4 years’ experience in IT Support (MSP environment advantageous)
• Strong experience with Microsoft 365, Azure, AD, and networking
• Proven ability to handle escalated incidents and deliver high-quality support

Preferred (Optional)

• ITIL v4 Certification
• Bachelor’s degree in IT or related field
• Vendor certifications (Microsoft, Cisco, Google)
• MS-900, AZ-900, MS-700

Skills & Competencies

• Advanced troubleshooting and analytical ability
• Strong hardware, software, and networking knowledge
• Excellent verbal and written communication
• Customer-focused approach and strong interpersonal skills
• Experience with RMM tools, remote support, and ticketing systems
• Ability to multitask and manage workloads effectively
• Strong documentation and organizational skills
• Eagerness to learn and adopt new technologies

Personal Attributes

• Personable, proactive, and solutions-driven
• Adaptable and keen to learn
• Team-oriented with strong cultural alignment
• Committed to continuous improvement.