IT Support Engineer L2 – DOITSUPPORTL2

Armstrong Appointments; Johannesburg, Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading IT managed services provider is seeking an IT Support Engineer L2 in Johannesburg or Cape Town. The role entails troubleshooting issues, providing user support, installing hardware/software, and conducting training. Ideal candidates will hold a degree in IT or Computer Science, along with CompTIA certifications and proven IT support experience. Excellent communication and problem-solving skills are essential.

Qualifications

• Proven experience in an IT support role.
• Demonstrated ability to diagnose and resolve technical issues.
• Experience in providing technical support and excellent customer service.

Responsibilities

• Troubleshoot and resolve hardware, software, and network issues.
• Provide user support ensuring minimal disruption to workflow.
• Install and configure new hardware and software applications.
• Manage user accounts and ensure proper access controls.
• Maintain detailed records of support requests and systems changes.
• Implement security processes and educate users on best practices.
• Conduct training sessions for users on new technologies.

Skills

Troubleshooting and analytical skills

Excellent verbal and written communication

Technical proficiency in hardware, software, and networking

Customer service experience

Education

Bachelor’s degree in IT, Computer Science, or related field

CompTIA A+

CompTIA Network+

Microsoft Certified: Azure Fundamentals or similar

ITIL 4 Foundation

Job description

Our client in the IT managed services industry is currently seeking the skills of an IT Support Engineer L2 to be based either in Cape Town or Gauteng offices.

Main job function

1. Troubleshooting and Resolving Issues

• Identify and resolve hardware, software, and network issues. This often involves using diagnostic tools and software.
• Handle more complex issues that Level 1 support cannot resolve and elevate to Level 3 if necessary.
• Use remote access tools to troubleshoot and fix issues without needing to be physically present.

1. User Support

• Provide support to users experiencing technical difficulties, ensuring minimal disruption to their work.
• Offer guidance on best practices and train users on new systems or software.

1. Installation and Configuration

• Install and configure new hardware, including computers, servers, and networking equipment.
• Install and configure software applications and ensure they are properly integrated with existing systems.
• Set up and configure network devices such as routers, switches, and firewalls.

1. Account Management

• Create and manage user accounts, ensuring proper access controls and permissions.
• Assist users with password resets and account recovery.
• Ensure users have the appropriate access to systems and data based on their roles.

1. Documentation

• Maintain detailed records of all support requests, resolutions, and system changes.
• Contribute to and maintain a knowledge base of common issues and solutions.
• Keep track of IT assets, including hardware and software licenses.

1. Security

• Implement and enforce security processes and procedures to protect systems and data.
• Educate users on security best practices to prevent security breaches.

1. Training

• Conduct training sessions for users on new technologies, software, and systems.
• Create and update training materials and user guides.
• Provide ongoing support and training to ensure users are comfortable with new systems.

Qualifications

Bachelor’s degree in IT, Computer Science, or a related field.

CompTIA A+ | CompTIA Network+

Microsoft Certified: Azure Fundamentals or similar.

ITIL 4 Foundation

Criteria

Proven experience in an IT support role

Demonstrated ability to diagnose and resolve technical issues

Experience in providing technical support and excellent customer service.

Problem‑Solving: Strong troubleshooting and analytical skills.

Communication: Excellent verbal and written communication abilities.

Technical Proficiency: In‑depth knowledge of hardware, software, and networking.

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.