We are seeking a skilled and solutions-oriented Second Line Engineer to handle escalated technical issues and ensure the stability and efficiency of our IT systems. This role requires deep troubleshooting expertise, strong system administration skills, and a proactive mindset for problem management and user support. You’ll work closely with First Line Support and other IT teams to resolve incidents, implement fixes, and maintain system performance while providing a superior technical support experience to end-users.

Job Responsibilities

1. Incident Management
– Receive, triage, and resolve escalated IT incidents.
– Troubleshoot complex hardware, software, and network issues.
– Apply quick, effective solutions to restore service with minimal downtime.

2. Problem Management
– Analyze recurring incidents to identify root causes.
– Develop and implement long-term fixes and preventive measures.

3. System Administration
– Monitor system performance and ensure optimal functionality.
– Deploy updates, patches, and system configurations.
– Diagnose and address system failures or performance bottlenecks.

4. Advanced User Support
– Deliver advanced technical assistance to end-users.
– Manage user accounts, permissions, and access control.
– Guide users in adopting best practices and using IT systems effectively.

5. Documentation & Knowledge Sharing
– Maintain comprehensive and accurate technical documentation.
– Contribute to internal knowledge bases and troubleshooting guides.

Required Skills & Experience

• Strong technical knowledge of servers, networks, storage, and system infrastructure.
• Proven expertise in diagnosing and resolving complex IT issues.
• Excellent problem-solving and analytical skills.
• Strong interpersonal and communication abilities.
• Ability to work independently and collaboratively.
• Familiarity with ITIL frameworks and service management processes.
• Industry certifications (e.g., Microsoft, Cisco, CompTIA) are highly desirable.

Preferred Qualifications

• Strong technical knowledge of IT infrastructure components (servers, networks, storage).
• Proficiency in troubleshooting and problem-solving techniques.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and accuracy.
• Experience with IT service management frameworks (ITIL).
• Certifications in relevant technologies (e.g., Microsoft, Cisco, CompTIA).

Working Type: Onsite
Location: Cape Town