Senior Service Engineer L2 | First Point Group | Cape Town, South Africa

Tech Junction Ltd; Cape Town; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

First Point Group is seeking a Senior Service Engineer (L2) in Cape Town to own enterprise cloud and hybrid infrastructure escalations, including major incidents. You will manage Azure and Microsoft 365 environments, collaborate with client IT teams, and mentor junior staff.

The role requires 5+ years in IT support or managed services, strong incident management skills, and on-site readiness in Cape Town. On offer is permanent employment with progression and funded certifications.

Qualifications

• Bachelor’s degree in a related technical discipline.
• 5+ years of IT support, managed services, or cloud infrastructure operations.
• Strong Azure cloud administration and Microsoft 365 enterprise management experience.
• Proven ability to handle complex escalations and major incidents.
• Knowledge of hybrid infrastructure, Windows Server administration, and virtualization.
• Excellent English written and verbal communication skills.
• Legal eligibility to work in South Africa with on-site Cape Town availability.

Responsibilities

• Own L2/L3 technical support and ownership for complex enterprise cloud and hybrid environments.
• Manage and resolve high-severity incidents and service disruptions.
• Administer Azure resources, virtual machines, networking, and identity services.
• Oversee Microsoft 365 administration, Exchange Online, SharePoint, Teams, and security policies.
• Support virtualization platforms, storage, and hybrid backup solutions.
• Coordinate with client stakeholders, MSP teams, and vendors during incident triage.
• Perform RCA and implement CAPA; contribute to service improvements and documentation.
• Mentor junior engineers and participate in documentation updates.

Skills

Azure administration

Microsoft 365

Hybrid infrastructure

Windows Server

Virtualization

Major incident management

Customer communication

English proficiency

Eligibility to work in SA

Education

Bachelor’s degree in computer science / IT / software engineering

Tools

PowerShell

Azure CLI

Terraform

Job description

Position Summary

First Point Group is actively seeking an experienced, high‑caliber, and technical Senior Service Engineer (L2) with 5+ years of IT support and managed services experience to join our enterprise managed services provider client in Cape Town, South Africa on a full‑time permanent basis. In this critical cloud and infrastructure support role, you will take ownership of complex enterprise escalations across Microsoft cloud and hybrid infrastructure, resolving major incidents while developing deeper expertise across Azure, Microsoft 365, and virtualization. You will leverage your strong background in cloud administration, incident management, and managed services to drive technical excellence. This opportunity offers competitive compensation, funded professional certifications, and exceptional career progression into senior technical positions within a leading global telecommunications recruitment and IT consultancy enterprise.

Detailed Job Description

As a Senior Service Engineer (L2) supporting enterprise cloud and hybrid environments in Cape Town via First Point Group, you will take full operational, tactical, and technical ownership of L2/L3 support escalations, major incident resolution, and hybrid cloud operations. Your day‑to‑day responsibilities include managing complex enterprise escalations across Microsoft Azure and Microsoft 365 environments, resolving high‑severity major incidents, and maintaining high availability across virtualized infrastructure. You will collaborate closely with client IT teams, infrastructure architects, and vendor support partners to diagnose system anomalies, perform root‑cause analysis (RCA), and implement preventive measures. Furthermore, you will participate in scheduled maintenance windows, support cloud migration initiatives, mentor junior engineers, and maintain meticulous technical support documentation.

Key Responsibilities

• Provide expert‑level L2/L3 technical support and ownership for complex enterprise cloud and hybrid infrastructure environments.
• Manage, troubleshoot, and resolve high‑severity major incidents, service disruptions, and technical escalations.
• Administer and optimize Microsoft Azure cloud resources, virtual machines, networking, and identity management services.
• Oversee Microsoft 365 enterprise administration, Exchange online, SharePoint, Teams, and security compliance policies.
• Support enterprise virtualization platforms, hypervisors, storage systems, and hybrid backup solutions.
• Coordinate seamlessly with client stakeholders, managed services teams, and technology vendors during incident triage.
• Conduct thorough Root Cause Analysis (RCA) and implement robust corrective and preventive actions (CAPA).
• Participate in continuous service improvement initiatives, technical documentation updates, and junior engineer mentoring.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical discipline.
• Minimum of 5+ years of professional working experience in IT support, managed services, or cloud infrastructure operations.
• Strong, proven operational experience with Microsoft Azure cloud administration and Microsoft 365 enterprise management.
• Proven confidence and hands‑on experience handling complex technical escalations and major incidents.
• Solid working knowledge of hybrid infrastructure architectures, Windows Server administration, and virtualization.
• Strong analytical problem‑solving skills and exceptional customer‑facing communication abilities.
• Excellent written and verbal communication skills in English.
• Mandatory legal eligibility to work in South Africa with local residency and availability for on‑site operations in Cape Town.

Nice‑to‑Have Skills

• Active professional Microsoft certifications (e.g., Microsoft Certified: Azure Administrator Associate – AZ‑104, MS‑102).
• Prior professional experience working within managed services providers (MSPs) or global IT outsourcing firms.
• Familiarity with ITIL service management frameworks, incident, and problem management lifecycles.
• Experience with infrastructure automation using PowerShell, Azure CLI, or Terraform.

Application Information

• Recruiter: First Point Group Global Talent Acquisition Division
• Contact Name: Mubin Patel (Account Manager at First Point Group)
• Email: [e-mail]
• Phone:
• Application URL:
• Salary/Rate: Market Competitive / Enterprise Managed Services Package + Funded Certifications
• Deadline: Open until filled (Urgent Hiring)
• Notice Period: Immediate to 30 Days
• Contract Duration: Permanent / Full‑Time On‑Site (Cape Town, South Africa)