Cape Town City Centre: 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 qualifications A diploma or degree in a relevant field, such as computer science or information technology, is desirable but not essential Relevant certifications, such as CompTIA A or Microsoft Certified Solutions Associate (MCSA), would be an advantage Conditions and Benefits Dynamic and supporting work environment with opportunities for career growth 40 working hours Competitive salary and benefits package Medical Aid Opportunities for professional development and certifications Friendly and inclusive work culture Please note only shortlisted candidates will be contacted Employment Details Employment Type: Permanent Employment Industry: Technology Companies Work space preference: Work Onsite Ideal work province: Western Cape Ideal work city: Cape Town Salary bracket: R 0 – 25000 Drivers License: CODE A Own car needed: Yes