Level 2 IT Support Engineer / IT Technician - Cape Town

We are looking for an experienced Level 2 IT Support Engineer to join our dynamic team in Cape Town. In this role, you will provide advanced technical support, resolve complex hardware, software, and network issues, and ensure smooth IT operations for our users. This is an excellent opportunity for a skilled IT professional with 4+ years of experience (including at least 1 year at Level 2) who enjoys problem solving and delivering exceptional customer service.

Salary Range: R20,000 - R40,000 per month (depending on experience and skills). Location: Cape Town, Western Cape Must have own vehicle for occasional on-site visits.

Incident Management & Escalation

• Handle escalated tickets from Level 1 support team
• Diagnose and resolve complex hardware, software, and network problems
• Escalate unresolved issues to Level 3 specialists or external vendors when required
• Participate in standby/on call rotation with the team

Technical Support & Troubleshooting

• Provide expert support for Laptops, Desktops, Printers, Access Points, Switches, and Routers
• Strong knowledge of Windows 10/11, Microsoft Office, Sage, Pastel, and common business applications
• Troubleshoot and support Active Directory, Exchange, Office 365 / Microsoft 365, Terminal Server, FSLogix profiles, and network connectivity issues
• User account management, permissions, and Group Policy administration
• Experience with NinjaOne patch management (advantage)
• Knowledge of 3CX phone system and Jamf (Apple MDM) is a strong advantage
• Support Synology NAS environments (advantage)

Infrastructure & Virtualization Support

• Maintain LAN/WAN, VPN, and Remote Desktop environments
• Support VMware, Hyper V, Veeam backup solutions and Azure cloud platforms
• Assist with server monitoring, patching, and backup processes
• Support mobile devices and remote workforce connectivity

Customer Service & Documentation

• Deliver professional, clear, and timely communication to end users
• Document resolutions and contribute to the company knowledge base
• Ensure high SLA compliance and excellent customer satisfaction

Experience:

• Minimum 4 years IT support experience, with at least 1 year at Level 2 / Tier 2
• Proven track record in a fast paced support environment

Education & Certifications (Preferred):

• Matric (Grade 12)
• CompTIA A+ and Network+
• Microsoft Certifications: MS-900, AZ-900, or AZ-104 (highly advantageous)
• ITIL Foundation (advantage)

Other Requirements:

• Must have own reliable vehicle and valid driver's license (for occasional site visits)
• Clean criminal record
• Ability to work under pressure and manage multiple priorities

• Strong problem solving and analytical thinking
• Excellent written and verbal communication skills
• Ability to work independently and as part of a team
• Commitment to continuous learning in cloud, security, and modern IT technologies