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2nd Line Service Desk EngineerTake ownership of complex escalations, advanced troubleshooting, cybersecurity incidents, and infrastructure support across client environments.Cape Town Wembley Square | Office-based | Monday to Friday, UK hours | R40,000 R50,000 per monthABOUT OUR CLIENTOur client provides IT services and technical support across client environments, covering endpoints, servers, networks, Microsoft platforms, security tooling, and infrastructure.Their technical environment includes Windows, Microsoft 365, Active Directory, Azure AD / Entra ID, Datto RMM, endpoint security, email security, firewalls, vulnerability management, and networking technologies.THE ROLE: 2ND LINE SERVICE DESK ENGINEERThe 2nd Line Service Desk Engineer acts as the primary escalation point for unresolved 1st line incidents and service requests, taking ownership of advanced troubleshooting and root-cause analysis across client environments.The role covers cybersecurity and threat mitigation, system and infrastructure management, advanced identity and access management, technical documentation, and escalation control. It also involves supporting 1st line engineers and preparing comprehensive handovers when issues require 3rd Line Engineers, Security Specialists, or dedicated project teams.KEY RESPONSIBILITIESEscalation & Advanced TroubleshootingAct as the primary escalation point for unresolved 1st line incidents and service requests.Perform deep-dive diagnostics and root-cause analysis on complex IT issues across client environments.Cybersecurity & Threat MitigationInvestigate and remediate security alerts, malware infections, suspicious emails and phishing attempts, and unauthorised access attempts.Support and maintain security tooling, including Endpoint Detection and Response (EDR/MDR), email security gateways, firewalls, and vulnerability management tools.Enforce security baselines, ensuring patch management via Datto RMM, hard-disk encryption through BitLocker, and endpoint security compliance across all managed devices.
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