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