2nd-Line Desktop Support Engineer (M365 & Endpoints)

SLR Consulting; Johannesburg; On-site; ZAR 420,000 - 660,000; Full time

Job summary

SLR Consulting is seeking a Level 2 Desktop Support Analyst to provide advanced end-user computing support, acting as escalation from Level 1 to ensure stability, security and performance of desktop environments.

You will manage Microsoft 365, Endpoint devices with Intune/Jamf, oversee AD/Entra ID, and contribute to ITSM processes while delivering high-quality service and continuous improvement across the organization in a fast-paced environment.

Qualifications

• 5+ years of desktop support experience (Level 2)
• Strong experience with Microsoft 365 and endpoint support
• Experience with Intune, Jamf, Active Directory / Entra ID
• Familiarity with ITSM tools (e.g. ServiceNow, Halo)
• Solid understanding of networking fundamentals
• Strong communication and problem-solving skills

Responsibilities

• Provide Level 2 technical support across hardware, software, and enterprise applications
• Diagnose and resolve complex incidents escalated from Level 1
• Perform root cause analysis and implement permanent fixes
• Support Microsoft 365, Windows/macOS, and endpoint technologies
• Manage endpoint devices via Intune/Jamf and support MDM environments
• Deliver high-quality customer service and communication
• Maintain accurate ticket documentation and meet SLA targets
• Support device builds, deployments, and lifecycle management
• Assist with network troubleshooting (LAN/Wi-Fi/VPN)
• Act as escalation point and mentor Level 1 technicians
• Create and maintain knowledge base articles and SOPs
• Contribute to IT projects, rollouts, and continuous improvement initiatives

Skills

Technical troubleshooting

End-user support

Communication

Mentorship

Tools

Microsoft 365

Intune

Jamf

Active Directory / Entra ID

ITSM tools (ServiceNow)

Job description

SLR Consulting is seeking a Level 2 Desktop Support Analyst to provide advanced end-user computing support, acting as escalation from Level 1 to ensure stability, security and performance of desktop environments.

You will manage Microsoft 365, Endpoint devices with Intune/Jamf, oversee AD/Entra ID, and contribute to ITSM processes while delivering high-quality service and continuous improvement across the organization in a fast-paced environment.