24/7 Second-Line IT Engineer – Cloud & Service Desk

Ekco

Durbanville

On-site

ZAR 420,000 - 620,000

Full time

14 days+

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Job summary

Ekco in Cape Town is seeking a 2nd Line Engineer to join the 24x7 Service Desk. You will own complex issues through to resolution, implement changes, and drive problem management. This shift-based role requires days and nights, 4 days on and 4 days off, with bank holidays.

You will mentor 1st Line Engineers and contribute to knowledge base articles. Strong 3+ years in remote support of Microsoft 365, AVD, AD/Entra ID, Exchange Online, Intune, and VMware is essential, along with PowerShell

Qualifications

Minimum 3+ years of experience in remotely supporting technologies.
Strong Microsoft 365 administration and licensing experience.
Hands-on with Microsoft AVD and Remote Desktop.
Proficient in Active Directory and Entra ID.
Experience with Exchange Online, Intune, Group Policy, SharePoint and OneDrive.
Solid knowledge of VMware and on-premise networking.
Scripting with PowerShell and familiarity with ITSM tools.

Responsibilities

Handle incoming calls, raise tickets, and provide remote guidance via ITSM tool.
Escalate incidents and requests related to services; manage tickets to resolution.
Raise and implement change requests using Change Management processes.
Conduct trend analyses to identify recurring issues and create Problem tickets.
Create and maintain scripts to automate operations and improve efficiency.
Communicate clearly with customers, keeping them informed of progress and resolution.
Monitor queues and ensure timely progression and closure of tickets.
Liaise with other teams to support resolution efforts and escalation as needed.
Promote and document knowledge base articles with workarounds and fixes.
Mentor and guide 1st Line Engineers in best practices.