Cape Town City Centre: Junior to Intermediate Helpdesk Engineer

About the Role

We are seeking a skilled Helpdesk Engineer to join our team in Cape Town City Centre. As a Junior to Intermediate Helpdesk Engineer, you will serve as the senior escalation point for complex technical incidents across various endpoints and services. You will have the opportunity to lead automation initiatives, manage secure access controls, and provide technical leadership during incidents.

Key Responsibilities

• Serve as the senior escalation point for complex technical incidents across endpoints, identity and access management, VPN/ZTNA, network routing, and cloud-connected services.
• Lead automation initiatives to reduce repetitive service desk tickets and improve operational efficiency using tools such as Intune, PowerShell, Autopilot, and workflow automation platforms.
• Manage and enhance secure access controls through Microsoft Entra ID, conditional access policies, and Microsoft 365 security configurations to ensure strong identity and device protection.
• Support hybrid network environments, including the design, troubleshooting, and optimisation of Azure hub-and-spoke architectures and FortiGate VPN/ZTNA connectivity.
• Resolve escalated security incidents, including suspected account compromise, MFA-related anomalies, and email quarantine or security escalations.
• Provide technical leadership during incidents and outages, responding effectively under pressure and guiding teams toward rapid resolution.
• Drive operational improvements by developing runbooks, improving support processes, and implementing automation strategies that enable faster resolution by L1 and triage teams.

Requirements

• 5 years’ experience in IT operations / support with at least 2-3 years in a senior capacity.
• Strong Azure and Entra ID skills, including hybrid identity, role-based access control, and conditional Access policies.
• Solid knowledge of endpoint management with Intune and Autopilot for both Windows and macOS devices.
• Hands-on troubleshooting experience with FortiGate VPN/ZTNA and general networking (routing, DNS, wifi, and Vlans).
• Proficiency with PowerShell scripting or similar tools for automation and bulk actions.
• Working knowledge of Microsoft 365 E5 Stack (Defender for Endpoint, Purview, and Compliance tools) is advantageous.

Qualifications

• Formal education/certifications not specified.