Tier 2 Service Desk Engineer

Believe Resourcing; Cape Town; On-site; ZAR 400 000 - 600 000; Full time

Job summary

A cybersecurity and IT services provider is looking for a Tier 2 Service Desk Engineer based in Cape Town. This role involves resolving incidents from Tier 1 engineers and supporting infrastructure upgrades in a collaborative environment. Ideal candidates will have 5+ years of IT support experience and relevant certifications. This position offers the opportunity to grow within a dynamic team committed to technical excellence and continuous improvement.

Qualifications

• 5+ years’ experience in IT support or managed services.
• Familiarity with scripting (PowerShell) and process automation.
• Strong technical understanding of network and server infrastructure.

Responsibilities

• Resolve incidents escalated from Tier 1 engineers.
• Support and implement network, server, and cloud infrastructure upgrades.
• Perform system maintenance, troubleshooting, and patching.

Skills

Windows & macOS

Windows Server

Networking

Microsoft 365

Azure

Veeam

PowerShell

Education

IT support or managed services experience

Relevant certifications (Microsoft, Cisco, VMware, CompTIA A+/N+)

Tools

FortiGate

Cisco ASA

VMware

Job description

Job Title: Tier 2 Service Desk Engineer

Location: Century City (On-site)

Employment Type: Full-time

Overview

An international Cybersecurity and IT Managed Services provider is seeking a technically proficient Tier 2 Service Desk Engineer to join its Cape Town team.

This mid-level role is responsible for resolving escalated incidents from Tier 1 engineers, supporting infrastructure projects, and maintaining stable, secure, and efficient client environments. The ideal candidate is hands‑on, detail‑oriented, and eager to grow within a high-performance technical team.

Role Purpose

The Tier 2 Engineer provides advanced technical support and acts as the bridge between Tier 1 and Tier 3 teams. The role ensures that escalated issues are resolved promptly, systems are maintained to best practice standards, and continuous improvement opportunities are identified and implemented.

Key Responsibilities

• Resolve incidents escalated from Tier 1 engineers, maintaining SLA compliance and client satisfaction.
• Support and implement network, server, and cloud infrastructure upgrades and configurations.
• Perform system maintenance, troubleshooting, and patching to ensure optimal performance.
• Assist in solution design and contribute technical input to infrastructure projects.
• Ensure compliance with change management, security, and documentation standards.
• Proactively identify recurring issues and recommend long-term solutions.
• Collaborate with Tier 3 engineers and account teams on client roadmaps and cybersecurity best practices.
• Update knowledge base documentation and contribute to team process improvements.

Skills and Experience

• Mid-level technical expertise in setup, configuration, and support of:
  • Operating Systems: Windows & macOS, Windows Server, SQL, AD, GPO, DNS, DHCP
  • Networking: Firewalls, routers, switches, VPN, VLAN, VOIP, Layer 1-3 routing
  • Cloud Platforms: Microsoft 365, Azure, SharePoint, Google Workspace
  • Virtualisation: VMware, Hyper-V, and multi-tenant environments
  • Security & RMM Tools: FortiGate, Cisco ASA, N-able, ESET, Bitdefender, WebTitan, Mimecast
  • Backup Solutions: Veeam, SAN/NAS, and multi-tenant cloud backups
• Familiarity with scripting (PowerShell) and process automation. Experience within an MSP environment preferred.
• Proven ability to manage multiple priorities and meet tight deadlines.

Qualifications & Experience

• 5+ years’ experience in IT support or managed services.
• Relevant certifications (Microsoft, Cisco, VMware, CompTIA A+/N+) advantageous.
• Strong technical understanding of network and server infrastructure.
• Exposure to project delivery and cross-platform integrations.

Core Competencies

• Analytical problem-solver with strong technical judgment.
• Excellent communication and collaboration skills.
• Committed to continuous learning and service improvement.
• Reliable, proactive, and customer-focused.
• Demonstrates professionalism, ownership, and integrity.

Culture & Values

The organisation promotes a culture of technical excellence, integrity, and teamwork. Engineers are encouraged to innovate, collaborate, and grow through continuous development.

Core values include: Persistence • Empathy • Expertise • Proactivity • Integrity • Collaboration • Innovation