L2 Support Engineer

Roles and Responsibilities
Location: Cape Town
Nature: In Office
Working days: Mon - Fri (40 hours a week UK time)
Salary: R25 000 with benefits, medical aid and provident fund

About:
As an L2 IT Support Engineer, you will play a key role in supporting colleagues both in the UK and SA with their technical IT needs, ensuring smooth and secure operation of our IT systems and services. You will work closely with our colleagues to understand their requirements and provide them with technical support and solutions to help them meet their goals. This role is ideal for someone with a solid foundation in IT support who enjoys troubleshooting, providing a first-class service, and working in a fast-paced, collaborative team.

What you will be doing

Providing 2nd line technical support to colleagues via phone, MS Teams, email and in-person
Diagnosing and resolving hardware and software issues
Managing and maintaining end-user devices including desktops, laptops, mobile devices and peripherals
Setup and configuration of new equipment and onboarding of new users
Administration of user accounts, permissions and access in Active Directory, Microsoft 365, and other internal systems
Monitoring and responding to service desk tickets in a timely and efficient manner against SLAs
Providing regular updates to colleagues on the status of their technical issues
Contributing to the development of new processes and procedures to improve the customer experience
Conducting regular system maintenance and updates
Collaborating with the wider IT team and escalating cases where required
Ensuring compliance with internal IT policies, procedures, and security protocols

What success looks like in this role

High levels of customer satisfaction
Fast and efficient resolution of technical issues
Effective collaboration with internal teams
Adherence to service level agreements
Continuous improvement of processes and procedures

Skills and experience

• Proven experience in a technical support or helpdesk role
• Experience working in an IT Support environment
• Excellent verbal and written English
• Experience with Microsoft Windows and Office suites, knowledge of macOS desirable
• Familiarity with Microsoft 365, Active Directory, Exchange Online, Teams and SharePoint
• Knowledge of basic networking principles
• Familiarity with helpdesk ticketing systems
• Ability to prioritise and handle multiple activities at any given time
• Highly organised with excellent time management skills and attention to detail
• Ability to work well in a team
• Understanding of cybersecurity best practices is desirable
• Willingness to learn and stay up-to-date with the latest technologies
• Flexibility to adapt to changing requirements

Other qual