Level 2 Engineer

Ekco; Cape Town; On-site; ZAR 350,000 - 450,000; Full time

Benefits offered by this job

25 days annual leave + public holidays

Company Pension Scheme

Employee Assistance Programme (EAP)

Unlimited access to Pluralsight

Opportunities for international progression

Job summary

A leading cloud solution provider is seeking a customer-focused 2nd Line Service Desk Engineer in Cape Town. The role involves taking ownership of escalated incidents, troubleshooting advanced issues, and ensuring high-quality service delivery. Candidates should have a background in IT, proven experience with Office 365 and Azure, and the ability to work independently. The position offers 25 days of annual leave, a company pension scheme, and opportunities for professional growth.

Qualifications

• Minimum of 2-4 years’ experience as a service desk engineer.
• Proven knowledge of a ticketing system and RMM system.
• Experience with Office 365, Azure, Active Directory.

Responsibilities

• Own escalated incidents and lead technical troubleshooting.
• Monitor system alerts and RMM dashboards.
• Support and mentor L1 engineers.

Skills

Communication skills

Troubleshooting Microsoft 365

Service desk experience

Networking knowledge

Education

College Degree in IT or related field

Tools

ConnectWise

PowerShell

Job description

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security‑first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments. In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do: On It, All In, Connected, Hungry to Grow.

The Role

Ekco is seeking an experienced and customer‑focused 2nd Line Service Desk Engineer to join our team. As part of a global service delivery function, you will take ownership of escalated incidents, lead technical troubleshooting, support complex Microsoft and infrastructure technologies, and ensure high‑quality service delivery around the clock.

This role requires strong communication, deeper technical capability, the ability to work independently during night shifts, and a proactive approach to system health, monitoring, and resilience.

Responsibilities

• Receive and respond to escalated customer calls, emails, tickets, and alerts through ConnectWise.
• Act as the escalation point for L1, taking ownership of complex incidents and service requests through to resolution.
• Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and issue handling are completed accurately and proactively.
• Troubleshoot advanced issues across Microsoft 365, AVD/RDS, AD/Entra ID, Exchange Online, Intune, Group Policy, networking basics, and VMware.
• Implement approved changes following Change Management processes.
• Perform trend analysis and raise/manage Problem tickets for recurring issues.
• Create or update scripts (e.g., PowerShell) to automate tasks and improve efficiency.
• Monitor system alerts and RMM dashboards, responding quickly and proactively.
• Carry out scheduled maintenance tasks including patching, updates, reboot cycles, and validation checks.
• Perform L1/L2‑level CyberArk tasks (account unlocks, password rotation checks, credential validation, basic PAM troubleshooting) and escalated to PAM specialists where required.
• Communicate clearly with customers, ensuring accurate updates and a strong customer experience.
• Manage personal and shared queues to ensure escalated tickets progress and resolve within SLA.
• Collaborate with 3rd Line, Cloud, Networking, and Security teams to support escalations and resolutions.
• Produce and maintain high‑quality documentation and knowledge base articles.
• Support, mentor, and guide L1 engineers to build team capability.
• Identify improvement opportunities and contribute to continual service improvement.

Requirements

• Education: College Degree (Three‑year college or technical school) Preferred, Field of Study: IT or related technical field is an advantage.
• Experience: Minimum of 2‑4 years’ experience as a service desk engineer. Proven knowledge of a ticketing system and RMM system. Experience working with Office 365, Azure and Active Directory. Proven experience with Windows and Mac desktop and server operating systems. Experience working with networks and networking hardware.
• IT Skills: Knowledge of Windows and Mac OS – configuration and troubleshooting; troubleshooting mobile devices for mail configuration and MFA setup; basic administration of Office 365, Azure, Active Directory and MS Office; knowledge of networking hardware: switches, wireless access points, network firewalls and routers; knowledge of peripherals used by our clients (docks, mice, keyboards, monitors); knowledge of networking principles, administration of firewalls and networking including VPN; administration of Windows Server OS’ and virtualization; testing and supporting technology such as sensor gateways in client homes; experience in ICT support; hypervisor and SAN knowledge is an advantage.
• Certifications: IT industry certifications are preferred – CompTIA A+ and Network+, Microsoft 365 and Azure certifications also.
• Driver’s License: Required if residing in Ireland.

Benefits / Perks

• ☀️ Time Off: 25 days annual leave + public holidays
• 💰 Company Pension Scheme
• 📞 Employee Assistance Programme (EAP) for wellbeing support
• 🏃♀️ EkcOlympics: Global team activity challenges
• 📚 Unlimited access to Pluralsight for continuous development
• 🌱 Real opportunities to grow, including international progression

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year
• 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• 🏅 Ranked 4th fastest‑growing technology company in the Deloitte Fast50 Awards
• 🌈 A culture rooted in diversity, equality, inclusion & belonging
• 🎉 A commitment to internal mobility and career progression
• ✨ Flexible, family‑friendly working at the heart of our culture
• 🔐 Proud to be your trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.

Locations

Cape Town – South Africa

Level 2 Engineer