L2 It Support Engineer

Greys Recruitment; Cape Town; On-site; ZAR 250,000 - 420,000; Full time

Job summary

Greys Recruitment in Cape Town is seeking an experienced L2 IT Support Engineer to join our client’s team. You will provide advanced technical support, resolve escalated IT issues, and maintain IT infrastructure for clients both remotely and on-site.

The role requires a Diploma and relevant IT certifications (MCSE, MCITP, A+, N+), at least five years in IT, strong troubleshooting, excellent customer service, and a willingness to travel to client sites as needed.

Qualifications

• IT Diploma or equivalent, with MCSE/MCITP/A+/N+ certifications
• Minimum 5 years’ experience in IT with strong support background
• Own reliable transport is essential and travel to client sites may be required
• Strong knowledge of IT infrastructure, servers, networking, systems, desktops, security, cloud, hosting, and devices (PCs, Macs, mobile)

Responsibilities

• Handle escalated technical issues that L1 cannot resolve
• Provide advanced troubleshooting for complex IT problems
• Support hardware, software, networking and systems issues
• Diagnose and resolve incidents and service requests
• Assist with IT infrastructure maintenance, installations, upgrades and configurations
• Conduct client site visits and provide on-site support when required
• Provide remote and end-user support with timely resolutions
• Maintain documentation of installations, incidents and activities
• Respond to incidents with urgency per SLA
• Deliver professional customer service and effective technical solutions

Skills

Troubleshooting

Customer service

Documentation

Independence

Education

MCSE

MCITP

A+

N+

IT Diploma

Job description

Our client is seeking experienced L2 IT Support Engineer to join their team in Cape Town. The successful candidates will provide advanced technical support, resolve escalated IT issues, maintain IT infrastructure, and assist clients both remotely and on-site.

Job Requirements

• Appropriate IT Diploma and/or relevant IT qualifications, including MCSE, MCITP, A+ and N+ certifications.
• Minimum of 5 years’ experience in IT, with a solid background in IT support.
• Own reliable transport is essential.
• Strong technical knowledge of IT infrastructure, servers, networking, systems, desktop support, security, cloud computing, hosting, web services, hardware, software, and multiple devices, including PCs, Macs and mobile devices.
• Strong technical troubleshooting and problem-solving skills.
• Excellent customer service and customer relationship management skills.
• Good relationship management and conflict resolution abilities.
• Strong execution, results orientation and attention to detail.
• Good networking, reporting and process management skills.
• Learning agility and a solution-oriented approach.
• Ability to work independently and manage urgent technical incidents effectively.
• Willingness to travel to client sites when required.

Key Responsibilities

• Handle escalated technical issues that Level 1 support cannot resolve.
• Provide advanced troubleshooting and resolve complex IT problems.
• Support hardware, software, networking and system-related issues.
• Diagnose and resolve escalated incidents and service requests.
• Assist with IT infrastructure maintenance, installations, upgrades and configurations.
• Conduct client site visits and provide on-site technical support when required.
• Provide remote and end-user support, ensuring effective resolution of technical issues.
• Collaborate with other IT professionals to maintain smooth IT operations.
• Maintain accurate documentation of installations, configurations, incidents and support activities.
• Respond to incidents with urgency and ensure timely resolution in line with service-level agreements.
• Deliver professional customer service and provide effective technical solutions.

Salary

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