2nd / 3rd Line Service Desk Engineer
Description
2nd / 3rd Line Service Desk Engineer
Location: Knysna, Western Cape
Work Model: On-site
Salary: R20,000 – R25,000 per month
Employment Type: Full-time
About the Role
Our client is a well-established managed IT services provider supporting small and medium-sized businesses across a range of industries. The business specialises in Microsoft technologies, network infrastructure, connectivity, WiFi and managed IT solutions.
They are looking for an experienced 2nd / 3rd Line Service Desk Engineer to join their technical team in Knysna.
This is a hands-on technical position suited to an IT professional who enjoys solving complex problems, working directly with clients and taking ownership of technical escalations.
Key Responsibilities
- Provide 2nd and 3rd line technical support across hardware, software, networking and Microsoft environments.
- Troubleshoot and resolve complex technical incidents and escalations.
- Administer and support Microsoft 365, including Exchange Online, SharePoint, Teams, Intune and Entra ID.
- Configure, maintain and troubleshoot network infrastructure.
- Diagnose and resolve fibre, wireless and connectivity-related issues.
- Configure, manage and troubleshoot firewalls.
- Work with TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching and wireless technologies.
- Manage incident and service request queues and ensure timely resolution.
- Conduct root cause analysis and implement corrective actions.
- Assist with technical projects, infrastructure upgrades and client implementations.
- Liaise with vendors and service provider
Requirements
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5+ years of hands-on IT experience, preferably within a managed services environment.
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At least 3 years’ experience administering and supporting Microsoft 365, including Exchange Online, SharePoint, Teams, Intune and Entra ID.
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Strong technical support, troubleshooting and problem-solving skills across hardware, software and IT services.
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Solid networking knowledge, including TCP/IP, DNS, DHCP, VLANs, VPNs, routing, switching and wireless technologies.
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Experience configuring, managing and troubleshooting firewalls, with FortiGate experience advantageous.
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Familiarity with service desk environments, ticketing systems and monitoring tools.
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Excellent communication skills, with the ability to explain technical concepts to technical and non-technical users.
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Relevant IT qualification or equivalent practical experience.
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Fluency in English and Afrikaans, both written and verbal.
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German language proficiency would be an added advantage.