Cape Town: 2nd Line IT Support posted by Mindmatch Consulting
Posted on 2025-07-26 00:00:00
| Employer | Mindmatch Consulting |
|---|---|
| Category | Other IT/Computer |
| Location | Western Cape / Cape Town |
Job Summary
Summary and purpose of the Job:
- Provide investigation of customer incidents escalated to the team, quickly triage, and bring the case to resolution.
- Become an extension of the customers IT team, ensuring the best customer experience, and deliver high levels of expertise.
- Have the capability to make technical decisions and implement service restoration workarounds whilst root cause is established.
- Understand the need to and know when to escalate to Senior Engineers to ensure that customer SLAs are met.
- Take direction from Senior Engineers as part of a virtual Incident Management team.
- Work in conjunction with the Operations Engineers and 3rd Party Resolvers to provide incident resolution, problem management and root cause analysis.
- Have the capability to perform trend analysis leading to the identification of reoccurring faults and resolve repeat faults under problem management.
- To proactively identify serious issues and identify a course of action to minimise or eradicate the possibility of impacting our customers systems availability.
- Service restoration must be at the forefront of incident resolution to meet contractual SLAs & OLAs.
If you want to further your career with a vibrant and fast-paced organisation, this is the role for you.
Responsibilities:
The extent of your duties will include but are not limited to:
- Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote access.
- Overseeing remote monitoring escalation tickets
- Research and identify solutions to complex software and hardware issues.
- Create and improve documented processes which can be shared across teams driving an improvement in resolution times and first-time fixes.
- Prioritise and manage several open tickets at one time, monitoring responses and any upcoming SLA events.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Ensuring customer processes and documentation are kept up to date.
- Mentor and provide guidance to other team members
- Stay current with emerging technologies and industry best practices to continually improve the IT environments.
Experience / skills required
- A minimum of 3 years’ experience in an IT Service environment
- High level of technical experience gained in a hands-on-role
- Excellent verbal & written English
- Robust influencing and interpersonal skills with the ability to communicate at all levels
- Ability to prioritise and handle multiple assignments at any given time
- Be flexible and able to commit the time required to get the job done in line with business needs
- Highly organised with excellent time management skills and attention to detail
- Desire to learn new products and technologies
- Can-do attitude
- In depth experience in configuration, troubleshooting and fault finding on
- Cisco, Juniper and Extreme Routing and Switching platforms to a L2 level
- Security platforms including firewall experience
- L2 Broadband Support including traffic shaping
- Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems
- The ability to work to ITIL standards and maintain documentation
Beneficial experience / skills
- Management of complex networks / infrastructure
- Knowledge of Network Analytical tools
- Knowledge of Network Management Tools
The following certifications would be beneficial:
- A diploma or degree in Information Technology, Computer Science, or a related field.
- CCNA
- JNCIA
- Extreme Switching
Conditions and Benefits
- We offer a Dynamic and supporting work environment with opportunities for career growth.
- UK working hours (Day light saving)
- Competitive salary and benefits package
- Medical package
- Opportunities for professional development and certifications.
- Friendly and inclusive work culture.
Click Go Apply to apply online!
Get Similar Job Alerts
More jobs in Cape Town
More jobs in Western Cape
Browse Other IT/Computer Jobs
Browse Mindmatch Consulting Jobs
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Cape Town: Mobile Technician posted by BCE Foodservice Equipment
Overall purpose of the job To produce the required labour hours through maintenance and repair work, in accordance with the Company quality and efficiency...
View Job
Mobile Technician
Cape Town: New Business Development posted by Kontak Recruitment
New Business Development - Plastic and Packaging JB5332 Cape Town, Western Cape R25 000 - R40 000 CTC per month plus commission PermanentFully remote Join a...
View Job
New Business Development
Cape Town: Senior Project Manager (Electrical) posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelors Degree or Diploma in Electrical Engineering or Construction.Must have 8-10 years of...
View Job
Senior Project Manager (Electrical)
Cape Town: Senior Site Agent posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelors Degree or Diploma in Electrical Engineering or Construction.Must have a Trade Test...
View Job
Senior Site Agent
Cape Town: Professional Transportation Engineer posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelor of Science Degree or a Bachelor of Technology Degree in EngineeringMust be registered...
View Job
Professional Transportation Engineer
Cape Town: Professional Bridge Design Engineer posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelor of Science Degree in Civil Engineering.Must be registered with ECSA as a Professional...
View Job
Professional Bridge Design Engineer
Cape Town: Professional Engineer (Roads & Municipal Services) posted by Construct Executive Search
Applicants must have the following requirementsMust have a Bachelor of Science Degree or a Bachelor of Engineering Degree in Civil Engineering.Must be...
View Job
Professional Engineer (Roads & Municipal Services)
Cape Town: Warehouse Checker posted by ROSS Verification Services
Warehouse checkers need for the Cape Town area.Must have a minimum of 2 years warehousing experience. Must have matric with Maths.
View Job
Warehouse Checker
Cape Town: Personal Assistant (PA) – Urgently Needed posted by Epiglo PTY LTD
Medicore situated in Constantia is seeking an exceptional Personal Assistant to provide comprehensive support to a dynamic professional businessman active...
View Job
Personal Assistant (PA) – Urgently Needed
Cape Town: Office Administrator posted by Private
Office AdministratorJob SummaryWe seek a detail-oriented and organized Office Administrator to join our team. This permanent position is based in...
View Job
Office Administrator
Western Cape: Autos Press & Plating Team Leader – Maitland, Cape town posted by Paqueta Personnel
My client, a leading Manufacturing Company based in Maitland, Cape Town requires a competent and experienced Autos Press and Plating Team Leader to join...
View Job
Autos Press & Plating Team Leader – Maitland, Cape town
Cape Town: External Sales Rep – Urgently needed posted by Africote
External Sales Rep RequiredArea Paarden Eiland Cape TownSalary To be discussed Permanent position We are a well-established Paint, Plaster and screed...
View Job
External Sales Rep – Urgently needed
Cape Town: Regional Technical Support Specialist – Capital Equipment posted by The Recruitment Guy
An experienced REGIONAL TECHNICAL SUPPORT SPECIALIST is required for permanent employment based in Cape Town Western Cape region.To be the technical...
View Job
Regional Technical Support Specialist – Capital Equipment
Cape Town: Junior Administrator – Urgently Needed posted by Nu-Line Elevator Maintenance
Nu-Line Elevator Maintenance is looking for a Junior Administrator to join our team in Killarney Gardens, Cape Town. If youre passionate about learning and...
View Job
Junior Administrator – Urgently Needed
Cape Town: Operations Administrator posted by AJ Roodt Consulting (Pty) Ltd
Position available for an experienced Administrator to handle daily admin and operations functions.Candidates must have previous working experience in the...
View Job
Operations Administrator
Cape Town: Accountant – Urgently Needed posted by Epiglo PTY LTD
A dynamic pharmaceutical company in Constantia, Cape Town is seeking a highly organised and detail-oriented Accountant to join our growing team. The ideal...
View Job
Accountant – Urgently Needed
Cape Town: Customer Success Agent posted by The Vocation Station
Join a growing UK eCommerce biz from Cape Town!? Big Bay, CPT ? Office-based? R15,000month bonus? UK hours Are you a customer service superstar?Passionate...
View Job
Customer Success Agent
Cape Town: Store Room Assistant – (with Driver’s Licence) posted by DreamBig Promotions
About the RoleWe are a fast-paced, dynamic promotions and activation company looking for areliable, hands-on Store Room Assistant to join our team. This...
View Job
Store Room Assistant – (with Driver’s Licence)
Cape Town: Intermediate Accountant/Bookkeeper posted by Construct Executive Search
Applicants must have the following requirementsMust have a Diploma in Accounting or Bookkeeping.Must have 3-5 years of experience in accounting and...
View Job
Intermediate Accountant/Bookkeeper
Cape Town City Centre: Planner
ð Planner Cape Town, South Africa ð Northern suburbs Industry Homewares Retail E-commerce Wholesale Salary R 480 000 R 540 000 per annum ð About the...
View Job
Planner
Cape Town: Sales Representitive posted by National Reps (Pty) Ltd
NATIONAL CONCERN SEEKS SALES REPRESENTATIVEWe are a National Sales Rep Company seeking a Sales Representative to complete our footprint in the Western Cape...
View Job
Sales Representitive
Cape Town City Centre: HR
The HR role requires a degree, or related, in HR minimum 5 years experience able to work in a fast paced environment hands on work approach work 3 days in...
View Job
HR
Cape Town City Centre: Barista
We are hiring a Barista! Type Permanent Location CPT - CBD Description Duties and Responsibilities Beverage Preparation Prepare and serve coffee, espresso...
View Job
Barista
Cape Town: MILLWRIGHT / WORKSHOP TECHNICIAN – Urgently needed posted by CROWN STAFFING Pty Ltd
MILLWRIGHT WORKSHOP TECHNICIAN required for BLACKHEATH CAPE TOWN position to start ASAPMillwright Trade Test certificate essential.Minimum of 2 years POST...
View Job
MILLWRIGHT / WORKSHOP TECHNICIAN – Urgently needed
Cape Town: Sales Representative – Must have substantial experience in sales posted by Novasurge
Were looking for a motivated Sales Representative to join our growing team. The ideal candidate will have strong communication skills and a passion for...
View Job
Sales Representative – Must have substantial experience in sales