Job Description
About the Role
We are seeking an experienced 2nd Line Support Engineer to join our dynamic Technical IT Services Division in Cape Town. If you have a passion for problem-solving and enjoy troubleshooting, we want to hear from you. As part of our growing team, you will work closely with Service Desk engineers and consultants to provide exceptional customer support and gain valuable experience.
Key Responsibilities
- Provide remote support via tickets raised to resolve customer issues, acting as an escalation point for 1st Line Engineers.
- Take ownership of customer issues to resolution providing technical support via telephone, email, and remote access.
- Provide in-depth troubleshooting and resolution for hardware, software, and network problems.
- Manage user accounts, Active Directory configuration, and maintenance of IT systems and applications.
- Provide in-depth understanding of products such as Intune, SharePoint, and Microsoft 365.
- Prioritize 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.
- Ensure customer processes and documentation are kept up to date.
Requirements
- Proven experience as a 1st or 2nd line engineer or similar role.
- Experience working in an IT support environment on a service desk.
- Excellent verbal and written English.
- Robust influencing and interpersonal skills with the ability to communicate at all levels.
- Ability to prioritize and handle multiple activities at any given time.
- Highly organized with excellent time management skills and attention to detail.
- Desire to learn new products and technologies.
- Can-do attitude.
Qualifications
- Diploma or degree in Information Technology, Computer Science, or a related field.
Salary & Benefits
We offer a competitive salary package, but the details are not specified in our original posting.
About Other IT/Computer Jobs in Western Cape
The Western Cape, situated on the south coast of South Africa, is home to a thriving IT industry that offers a diverse range of career opportunities for professionals with expertise in various fields.
The job market in the Western Cape is highly competitive, with many major companies and startups operating in the region. The province’s strategic location, combined with its well-developed infrastructure, makes it an attractive hub for businesses looking to establish themselves in Africa. As a result, there is a high demand for skilled IT professionals who can support the growth of these companies.
The average salary ranges for IT professionals in the Western Cape are as follows: software engineers and developers can expect to earn between R800 000 to R1 200 000 per annum; data scientists and analysts can range from R600 000 to R900 000; cybersecurity specialists can earn anywhere from R500 000 to R800 000; and IT project managers can command salaries ranging from R400 000 to R700 000. These figures are based on industry standards and may vary depending on factors such as experience, qualifications, and company size.
To succeed in an IT career in the Western Cape, professionals need to possess a range of key skills, including programming languages (Java, Python, C++), data structures and algorithms, software development methodologies, cloud computing (AWS, Azure, Google Cloud), cybersecurity principles, and excellent communication skills. Additionally, knowledge of industry-specific tools and technologies, such as SAP or Oracle, can be highly valued.
Several major companies and industries are actively hiring IT professionals in the Western Cape. For example, tech giants like IBM and Dell have a strong presence in the region, while financial institutions such as Standard Bank and First National Bank also have significant IT departments. The automotive industry is another major sector that employs IT professionals, with companies like Toyota and Volkswagen having operations in the province.
Career growth opportunities are plentiful for IT professionals in the Western Cape, with many companies offering training and development programs to help employees upskill and reskill. With experience, professionals can move into senior roles such as technical lead or manager, or transition into related fields like business analysis or consulting. The region’s entrepreneurial spirit also makes it an ideal location for startups, providing opportunities for IT professionals to launch their own businesses or join innovative companies that are shaping the future of technology.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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