Global IT 2nd Line Engineer

Sigma Connected Group; Wes-Kaap; On-site; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Medical Insurance

Nurse on-site

Employee Assistance Program (EAP)

Shuttle services

Beauty parlor benefits

Sigma Forest tree upon probation

Job summary

Sigma Connected Group in Cape Town is seeking a Global IT 2nd Line Engineer to deliver high-quality technical support and administration across UK and SA operations. You will resolve complex IT issues, support colleagues, and drive improvements within the Global IT team.

You will provide escalation support, maintain tickets in Freshdesk, and follow ITIL principles while collaborating with cross-site teams to improve service delivery.

Qualifications

• 3+ years in IT service desk or IT support.
• Experience with Windows environments.
• Experience with Microsoft 365, Azure and AD.
• ITIL knowledge and strong problem-solving.
• Excellent communication and stakeholder management.
• Experience in global or multi-site support.

Responsibilities

• Resolve escalated incidents and service requests within SLAs.
• Support users across UK and South African operations.
• Manage and maintain tickets in Freshdesk.
• Follow ITIL principles and contribute to service improvements.
• Escalate incidents to specialist teams when needed.
• Identify recurring issues and propose long-term fixes.
• Create and maintain knowledgebase articles and user guides.
• Support projects, technology rollouts, and client integrations.
• Act as escalation point and SME for assigned technologies.
• Ensure compliance with Sigma security, governance and standards.

Skills

IT Service Desk

Windows OS

Microsoft 365

Azure

Active Directory

ITIL

Troubleshooting

Communication

Stakeholder management

Global/multi-site support

Tools

Freshdesk

Job description

What being part of the Sigma Family means for you

Global IT 2nd Line Engineer

Lead. Support. Resolve.

This is an exciting opportunity for a Global IT 2nd Line Engineer to join Sigma's Global IT team, delivering high-quality technical support and administration services across our UK and South African operations. You will play a critical role in resolving complex IT issues, supporting colleagues, maintaining service excellence, and driving continuous improvement across the business.

This is an opportunity to join an award-winning business where your expertise will directly impact on customer outcomes, commercial growth, and strategic direction across the organisation.

Location:Cape Town

Sigma Family

At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries

What being a part of the Sigma Family means for you!

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.

Fuel Up & Connect- Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

Pamper Yourself-Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

Your Health Matters-We have a nurse on-site to assist with any female health-related queries, support when you need it most.

Your Vision, Our Mission, All Done Where You Work- We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

As a Global IT 2nd Line Engineer, you'll provide technical support and administration services while ensuring an exceptional experience for Sigma colleagues.

You’ll:

• Resolve escalated incidents and service requests efficiently and within agreed SLAs.
• Support users across both UK and South African operations.
• Manage and maintain assigned tickets through the Freshdesk platform.
• Follow ITIL principles and contribute to service improvement initiatives.
• Escalate incidents with specialist support teams where required.
• Identify recurring issues and trends and recommend long-term solutions.
• Create and maintain knowledgebase articles, FAQs and user guides.
• Support projects, technology rollouts and client integrations.
• Act as a technical escalation point and subject matter expert for assigned technologies.
• Ensure compliance with Sigma security, governance and operational standards.

What amazing People will bring to the role

What Amazing people will bring to the role:

A successful Global IT 2nd Line Engineer is passionate about technology, service delivery and helping others succeed. They are analytical, customer-focused and thrive in fast-paced environments.

You’ll ideally bring:

• Minimum 3 years' experience within an IT Service Desk or IT Support environment.
• Strong experience supporting Microsoft Windows environments.
• Experience with Microsoft 365, Azure and Active Directory.
• Excellent troubleshooting and problem-solving skills.
• Working knowledge of ITIL principles and best practices.
• Strong communication and stakeholder management skills.
• Experience working in global or multi-site support environments.
• The ability to manage multiple priorities and meet deadlines.
• A proactive approach to continuous improvement and knowledge sharing.
• Flexibility to work rotational shifts according to business requirements including nights.

Why This Role?

This isn't just another IT support position.

It's an opportunity, shape strategy, influence business decisions, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive performance and build something exceptional, we'd love to hear from you.

Join the Sigma Family.

Join the Sigma Family.