2nd Line Level IT Helpdesk Engineering

Growth Resourcing; Umhlanga Rocks; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Growth Resourcing in Umhlanga Rocks, South Africa, is seeking a dedicated Level 2 Support Engineer for a fast-paced MSP environment. You will resolve escalated issues, support onboarding, migrations, upgrades, and contribute to infrastructure improvement for clients.

You will manage Microsoft 365 environments, Entra ID, Conditional Access, and security configurations, while maintaining strong customer communication and SLA adherence. Remote work with occasional on-site visits is expected.

Qualifications

• Minimum 2 years in an MSP environment and a strong customer-focused support background.
• Proven troubleshooting skills and ability to manage multiple tasks to SLA targets.
• Experience administering Microsoft 365, Entra ID, and security configurations.

Responsibilities

• Deliver Level 2 technical support for customer issues escalated from the Service Desk.
• Monitor and manage support ticket queues to meet SLA targets.
• Maintain clear communication with customers throughout the lifecycle.
• Support the 1st Line team during high-volume periods and escalations.
• Assist with onboarding, migrations, upgrades, and deployments remotely and on-site.
• Administer and support Microsoft 365 environments, Entra ID, and CA policies.
• Configure security features to improve customer security posture and document work.

Skills

Level 2 support

MSP experience

Troubleshooting

Customer communication

SLA management

Documentation

On-site support

Tools

Autotask PSA

Datto

Veeam

Microsoft Intune

Microsoft 365 Admin tools

Azure administration

Endpoint management

Job description

This is a customer-focused position within a fast-paced Managed Service Provider (MSP) environment. The successful candidate will be responsible for delivering high-quality Level 2 technical support while assisting the project team with onboarding, migrations, upgrades, and infrastructure improvement activities for both new and existing clients.

The role requires a strong commitment to customer satisfaction, technical excellence, and ownership of outcomes, with the ability to work effectively in a dynamic and service-driven environment.

Key Responsibilities

• Deliver Level 2 technical support for customer issues escalated from the Service Desk, ensuring timely and effective resolution.
• Proactively monitor and manage support ticket queues to meet SLA targets.
• Maintain clear and professional communication with customers throughout the support lifecycle.
• Support the 1st Line team during high-volume periods, including assisting with customer calls and escalations.
• Assist with implementation and project tasks across software, hardware, cloud, and infrastructure services.
• Participate in customer onboarding, migrations, upgrades, and system deployments both remotely and occasionally on-site.
• Administer and support Microsoft 365 environments, including user management, licensing, and security configurations.
• Manage and maintain Microsoft Entra ID, including user access, authentication methods, and identity management.
• Configure and support Conditional Access Policies and Microsoft 365 security features to improve customer security posture.
• Assist with endpoint security, compliance policies, and best-practice security implementations.
• Accurately document work completed and maintain up-to-date technical documentation and configuration records.
• Identify recurring issues and contribute to continuous service improvement initiatives, knowledge base updates, and root‑cause prevention.
• Collaborate effectively with internal teams to deliver high standards of customer service and technical support.

• Minimum of 2 years of experience working within an MSP environment is essential.
• Strong background in customer-focused technical support roles.
• Excellent troubleshooting and problem‑solving skills.
• Ability to prioritise and manage multiple tasks effectively in a fast‑paced environment.
• Strong communication and interpersonal skills with the ability to work with users at all levels.
• Proactive approach with strong attention to detail and commitment to delivering on promises.
• Experience working to SLAs and maintaining high service standards.
• Well‑organised with strong time management skills.

Technical Skills / Qualifications

Essential Skills:

• Microsoft Windows Server administration
• Microsoft Windows 10/11 Desktop Operating Systems
• Active Directory user and group management
• Microsoft 365 administration
• Microsoft Entra ID administration
• Conditional Access Policy configuration and support
• Microsoft 365 security and compliance fundamentals
• Network fundamentals including DNS and DHCP
• Basic understanding of VLANs and networking concepts

Desirable Skills:

• MS-102: Microsoft 365 Administrator certification
• Microsoft Azure administration
• Experience with Intune / Endpoint Management
• Experience with Autotask or similar PSA and remote monitoring tools
• Backup and disaster recovery platforms such as Veeam or Datto
• Experience supporting cybersecurity best practices within customer environments

Why Join Growth Resourcing?

• Competitive salary with strong growth potential
• Be part of a scaling business backed by UK leaders
• Work in a high-performance, supportive environment
• Real career progression opportunities- we grow people, not just teams
• Learn fast, move fast, and make an impact from day one