L2 Service Desk Engineer

Roles and Responsibilities
Location: Cape Town
Working Hours: 10h00 20h00 (UK hours, office based)
Please note the nature of the role and hours is non - negotiable
Package: R20 000 - R25 000 CTC (non-negotiable) + Provident fund medical aid and other benefits.

Overview

Our client is a well-established managed service provider delivering high-quality, secure, and cost-effective technology solutions to its customers. They are known for their strong customer service focus, fast-paced environment, and collaborative team culture.

This role sits within a specialist division that supports clients in the Commercial Real Estate sector, offering a broad range of technical services and support.

Role Overview

Our client is looking for a 2nd Line Service Desk Engineer to join their technical support team.

The successful candidate will be responsible for supporting customers, resolving service desk cases, and escalating more complex issues where necessary. This role offers exposure to a wide range of technologies including networking, online security, Wi-Fi, servers, firewalls, communications, data handling, and cloud services.

This is a great opportunity for someone looking to grow their technical support career within a dynamic and supportive environment.

Key Responsibilities

The successful candidates duties will include, but not be limited to:

Working within a technical helpdesk environment
Remote network troubleshooting
Supporting a range of technologies
Using and maintaining industry-leading toolsets
Troubleshooting and supporting issues after initial triage
Supporting field engineering teams
Equipment configuration
Ensuring service levels and response times are met
Minimum Requirements

We are looking for candidates with the following:

Previous background in IT support
Excellent written and verbal communication skills
Strong general IT knowledge and understanding
Good problem-solving ability
Ability to work independently
Strong team player mentality
Good customer service skills
Flexible attitude and strong work ethic
Good understanding of networking and protocols
Essential Technical Knowledge

Candidates must have knowledge and/or experience in:

Previous Second Line support
WAN, LAN and Firewalls
Experience with security hardware (e.g. Firewalls, IDS, etc.)
Current CCNA certification or equivalent (desired)
Experience with at least two of the following vendors:
Cisco
Juniper
Brocade / Ruckus
Aruba
Fortigate

Desirable:
SIP experience

Ideal Candidate
The ideal candidate will be a strong communicator with a passion for delivering excellent service and a willingness to learn and grow within a technical support env