Helpdesk Technician (2nd line) – Education Support Professionals

Education Support Professionals Ltd; Somerset West; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A growing IT services provider is seeking a skilled 2nd Line IT Helpdesk Engineer to join the team in Somerset West. You will provide technical support, troubleshoot complex issues, and assist on IT projects. The ideal candidate has experience in a similar role and strong knowledge of Microsoft technologies. This position offers professional development opportunities in a collaborative environment.

Benefits

Supportive team environment

Professional development opportunities

Exposure to various technologies

Qualifications

• Experience in a 2nd line support role, ideally within an MSP, school, SME, or similar environment.
• Strong knowledge of Microsoft technologies (Windows 10/11, Server 2016+, M365, and ideally Azure AD).
• Good understanding of networking (DNS, DHCP, firewalls, VPNs).
• Excellent communication and customer service skills.
• Proactive, problem-solving mindset.

Responsibilities

• Provide 2nd line technical support via phone, email, and remote tools.
• Troubleshoot and resolve escalated issues efficiently and professionally.
• Support Microsoft 365, Windows Server, Active Directory, and networking technologies.
• Assist with IT projects including system upgrades, migrations, and installations.
• Collaborate with 1st line helpdesk and field engineers.

Skills

Experience in a 2nd line support role

Strong knowledge of Microsoft technologies

Good understanding of networking

Excellent communication and customer service skills

Proactive problem-solving mindset

Job description

Overview

A growing IT services provider is seeking a skilled and customer-focused 2nd Line IT Helpdesk Engineer to join the team. This is an opportunity to work with a variety of clients across the education and SME sectors, delivering high-quality technical support and contributing to IT projects as well as collaborating with 1st line technicians.

Responsibilities

• Provide 2nd line technical support via phone, email, and remote tools.
• Troubleshoot and resolve escalated issues efficiently and professionally.
• Support Microsoft 365, Windows Server, Active Directory, and networking technologies.
• Assist with IT projects including system upgrades, migrations, and installations.
• Collaborate with 1st line helpdesk and field engineers to ensure seamless service delivery.
• Maintain accurate documentation and contribute to internal knowledge sharing.

What You’ll Need

• Experience in a 2nd line support role, ideally within an MSP, school, SME or similar environment.
• Strong knowledge of Microsoft technologies (Windows 10/11, Server 2016+, M365, and ideally Azure AD).
• Good understanding of networking (DNS, DHCP, firewalls, VPNs).
• Excellent communication and customer service skills.
• A proactive, problem-solving mindset with a passion for technology.
• Full UK driving licence (very occasional on-site visits may be required).

What’s on Offer

• A supportive and collaborative team environment.
• Opportunities for professional development and certifications.
• Exposure to a wide range of technologies and client environments.
• A chance to make a real impact in a growing business and help develop more junior technicians.