Senior IT Service Desk Engineer – 2nd Line Specialist

OryxAlign; Cape Town; On-site; ZAR 520,000 - 720,000; Full time

Benefits offered by this job

Medical aid allowance

Retirement annuity allowance with 4%"

Social events throughout the year

Technology Loans

Long service leave

Reward and recognition awards

Job summary

OryxAlign in Cape Town is seeking a Senior 2nd Line Engineer to deliver high-quality second-line technical support across diverse client environments. You will own escalated tickets end-to-end, guide junior engineers, and collaborate with escalation, project and onsite teams to meet SLAs.

The role emphasizes accurate documentation, knowledge sharing, and continuous service improvement, with opportunities to maintain vendor relationships and support high-value customers.

Qualifications

• Advanced Microsoft 365 administration and troubleshooting.
• Microsoft Windows Server administration and support.
• VMware ESXi and/or Hyper-V virtualization platforms.
• Microsoft Exchange administration, mail flow management and messaging troubleshooting.

Responsibilities

• Deliver timely, effective second-line technical support as part of the OryxAlign Service Desk, diagnosing and resolving complex incidents and service requests across supported client environments.
• Own escalated tickets through to resolution, maintaining accurate records and providing clients with clear, regular updates throughout the ticket lifecycle.
• Guide and support first-line Service Desk Engineers, sharing technical knowledge and helping to improve troubleshooting capability and service quality.
• Work closely with escalation, project and onsite engineering teams, escalating issues promptly and in line with contractual service level agreements.
• Maintain accurate and current client knowledge-based documentation, creating or improving articles where required.
• Prioritise and manage workload to meet contractual SLAs, support service performance and maintain a high standard of customer experience.
• Manage vendor-supported tickets where required, coordinating activity and ensuring clients receive regular progress updates.
• In an emergency, available for support (telephone)

Skills

Microsoft 365 administration

Windows Server administration

VMware/Hyper-V virtualization

Exchange administration

ITIL processes

Education

ITIL 4 Foundation Certification

Tools

VMware ESXi

Hyper-V

Microsoft Exchange

Azure AD / Entra ID

Job description

OryxAlign in Cape Town is seeking a Senior 2nd Line Engineer to deliver high-quality second-line technical support across diverse client environments. You will own escalated tickets end-to-end, guide junior engineers, and collaborate with escalation, project and onsite teams to meet SLAs.

The role emphasizes accurate documentation, knowledge sharing, and continuous service improvement, with opportunities to maintain vendor relationships and support high-value customers.