Senior Service Engineer (L2) - IT & Cloud

First Point Group; Wes-Kaap; On-site; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Medical package

Professional development and certs

Job summary

First Point Group is seeking a Senior Service Engineer (L2) to join a Platinum Tier 2 Service Desk, supporting enterprise IT and cloud environments.

The role involves resolving complex L2 incidents, leading major incident responses, mentoring L1 engineers, and maintaining thorough documentation while meeting SLA targets.

Qualifications

• 5+ years in IT services or managed services.
• 2+ years in L2 or above.
• Strong English communication.
• ITIL knowledge and SLA discipline.

Responsibilities

• Resolve complex L2 incidents through to completion.
• Lead P1 and major incident response.
• Provide clear updates to customers and stakeholders.
• Conduct root cause analysis for recurring issues.
• Manage queues and SLA deadlines.
• Mentor L1 engineers.
• Collaborate with internal teams and suppliers.
• Maintain technical docs and runbooks.

Skills

Incident management

SLA management

Stakeholder communication

Mentoring

English proficient

Tools

Microsoft 365

Exchange Online

Active Directory

Intune

Windows Server

VMware

Hyper-V

PowerShell

Networking fundamentals

Job description

SENIOR SERVICE ENGINEER (L2) – IT & CLOUD

We are recruiting a Senior Service Engineer (L2) to join a Platinum Tier 2 Service Desk, supporting enterprise IT and cloud environments.

The successful candidate will be responsible for resolving complex technical incidents escalated from first-line support, managing major incidents and maintaining high levels of customer service and SLA performance.

Key Responsibilities

• Resolve complex L2 incidents and service requests through to completion.
• Lead the technical response to P1 and major incidents.
• Provide clear technical updates to customers and stakeholders.
• Conduct root cause analysis and manage recurring technical issues.
• Manage ticket queues, prioritisation and SLA deadlines.
• Mentor and support L1 engineers through technical coaching.
• Collaborate with internal technical teams and third-party suppliers.
• Maintain technical documentation, knowledge articles and runbooks.

Technical Requirements

Hands-on experience with the following technologies:

• Microsoft 365 and Exchange Online.
• Microsoft Entra ID, Active Directory and Conditional Access.
• Microsoft Intune and endpoint management.
• Windows Server administration, Group Policy, DNS and DHCP.
• VMware and Hyper-V.
• Backup and recovery solutions.
• PowerShell scripting.
• Core networking, including TCP/IP, VLANs and VPNs.
• Minimum 5 years' experience in IT services or managed services.
• At least 2 years' experience at Second Line (L2) or above.
• Proven experience independently resolving complex technical incidents.
• Experience mentoring or coaching junior engineers.
• Strong verbal and written English communication skills.
• Ability to engage with technical and senior management stakeholders.
• Understanding of ITIL practices, SLA management, and service delivery.

Employment Conditions and Benefits

• Permanent, full-time position.
• 37.5 hours per week, Monday to Friday.
• Rotational shifts between 07:30 and 18:00 UK time.
• Competitive salary and benefits package.
• Medical package.
• Funded professional development and certifications.