Level 2 Support Engineer

Kontak Recruitment; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A recruitment agency in Johannesburg is seeking an experienced Level 2 Support Engineer to provide second-line support across multiple environments. The ideal candidate will have 3 to 5 years of IT support experience, strong skills in Microsoft 365 administration, and a proactive attitude towards troubleshooting technical issues. Responsibilities include managing escalations, mentoring junior staff, and ensuring SLA compliance.

Qualifications

• 3 to 5 years overall IT Support experience.
• At least 2 years operating confidently at L2 level.
• Strong communication skills and a positive, service-oriented approach.

Responsibilities

• Provide second-line technical support across multiple customer environments.
• Own incidents through to resolution and ensure SLA expectations are met.
• Communicate clearly with users and colleagues.

Skills

Microsoft 365 administration

Troubleshooting across networking fundamentals

Communication skills

Service-oriented approach

Tools

Windows

macOS

Linux

SQL Server

VMware ESXi

Job description

Level 2 Support Engineer required in Johannesburg.

We are recruiting for an experienced Level 2 Support Engineer to join a growing Managed Services environment. If you enjoy solving complex technical issues, taking ownership of escalations, and building your skills across Microsoft 365, Azure, networking, and virtualisation, this is a role where you will be trusted to grow and take the lead on your work.

This environment suits someone who is hands-on, proactive, and curious. You will not be micromanaged, you will be supported. If you are the type of engineer who enjoys figuring things out, mentoring others, and improving systems instead of just closing tickets, you will fit in well here.

Minimum Requirements:

• 3 to 5 years overall IT Support experience
• At least 2 years operating confidently at L2 level
• Strong Microsoft 365 administration experience
• Experience supporting both Windows and macOS
• Good troubleshooting foundation across networking fundamentals
• Comfortable taking ownership and working through escalations independently
• Strong communication skills and a positive, service-oriented approach
• MSP or multi-customer environment experience

Highly Advantageous: (These are not required, but will set you apart)

• Microsoft Endpoint Administrator, Administrator Expert, Azure Security, or Identity certifications
• Experience with VLANs, VPNs, firewalls, and routing basics
• Exposure to Linux, SQL Server, or VMware ESXi in a support capacity

Duties and Responsibilities:

• Provide second-line technical support across multiple customer environments
• Troubleshoot and resolve escalated hardware, software, network, and system issues
• Own incidents through to resolution and ensure SLA expectations are met
• Work closely with Level 1 support teams and provide guidance, knowledge-sharing, and mentorship
• Configure and maintain Microsoft 365 and Azure user environments
• Contribute to documentation, continuous improvement, and stability of supported environments
• Communicate clearly with users and colleagues to provide progress updates and next-step actions
• Continue developing your technical certifications and professional skill set