Global IT 2nd Line Engineer — Drive Incident Resolution

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

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.