Tier 2 Service Desk Engineer

Job Title : Tier 2 Service Desk Engineer

Location : Century City (On-site)

Employment Type : Full-time

Overview

An international Cybersecurity and IT Managed Services provider is seeking a technically proficient Tier 2 Service Desk Engineer to join its Cape Town team.

This mid-level role is responsible for resolving escalated incidents from Tier 1 engineers, supporting infrastructure projects, and maintaining stable, secure, and efficient client environments. The ideal candidate is hands‑on, detail‑oriented, and eager to grow within a high-performance technical team.

Role Purpose

The Tier 2 Engineer provides advanced technical support and acts as the bridge between Tier 1 and Tier 3 teams. The role ensures that escalated issues are resolved promptly, systems are maintained to best practice standards, and continuous improvement opportunities are identified and implemented.

Key Responsibilities

• Resolve incidents escalated from Tier 1 engineers, maintaining SLA compliance and client satisfaction.
• Support and implement network, server, and cloud infrastructure upgrades and configurations.
• Perform system maintenance, troubleshooting, and patching to ensure optimal performance.
• Assist in solution design and contribute technical input to infrastructure projects.
• Ensure compliance with change management, security, and documentation standards.
• Proactively identify recurring issues and recommend long-term solutions.
• Collaborate with Tier 3 engineers and account teams on client roadmaps and cybersecurity best practices.
• Update knowledge base documentation and contribute to team process improvements.

Skills and Experience

Operating Systems : Windows & macOS, Windows Server, SQL, AD, GPO, DNS, DHCP

Qualifications & Experience

Core Competencies

Culture & Values

The organisation promotes a culture of technical excellence, integrity, and teamwork. Engineers are encouraged to innovate, collaborate, and grow through continuous development.

Core values include : Persistence

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