2nd/3rd line Engineer and Service Desk Team Lead

Permanent

Cape Town

Posted 3 weeks ago

Seniority level

Senior

Experience

4 - 5 Years

Remuneration

R25 000 - R30 000

Remuneration type

Salary

Remuneration frequency

Monthly

Benefits

Discretionary Bonus Scheme

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About the Role
The Company is seeking an experienced and professional 2nd/3rd Line Support Engineer & Service Desk Team Leader to join their Cape Town-based team. In this role, you will provide proactive IT support to UK-based customers, ensuring seamless operation and timely issue resolution. With at least five years of hands-on technical experience, you will also lead and mentor a small team of 1st and 2nd Line Engineers, fostering a high-performing and customer-focused environment.

Key Responsibilities

  • Technical Support

    • Provide technical assistance for queries and issues originating from the service desk or phone calls.
    • Monitor customer systems and respond to alerts to mitigate potential impacts.
    • Troubleshoot networks (LAN, wireless, firewalls, DHCP, DNS, TCP/IP) and address hardware and software issues.
    • Escalate tickets to the UK 2nd or 3rd Line teams when required.
  • Team Leadership

    • Manage and delegate service tickets to ensure SLAs are met.
    • Mentor and monitor the performance of Service Desk Engineers, providing training and assistance.
    • Lead the team in client projects, ensuring timely and cost-effective delivery of solutions.
  • Customer Engagement

    • Act as a principal point of contact for customers, maintaining clear and professional communication.
    • Attend customer meetings to provide technical insights and reporting.
    • Maintain and update customer documentation as part of the Change Control process.
  • Operational Management

    • Oversee service desk operations, ensuring team objectives are met.
    • Actively manage own workload and ensure effective time management across the team.
    • Support incident management and resolution using the ticketing system.

Qualifications and Skills

Essential Technical Skills

  • Experience in troubleshooting Microsoft Server, Desktops, and Laptops.
  • Proficiency in O365 administration, Azure Cloud, Active Directory, and Microsoft Exchange.
  • Familiarity with VoIP systems and network troubleshooting (LAN, wireless networks, firewalls, DHCP, DNS, and TCP/IP).
  • Knowledge of cyber security principles and best practices.
  • Exposure to support ticketing systems and achieving SLA targets.

Preferred Technical Qualifications

  • Microsoft Certified Professional (e.g., MCSE, MCSA, MCITP).
  • A+ or N+ certifications.
  • Experience with Mac operating systems (advantageous).

Additional Skills

  • Strong leadership skills with experience in managing helpdesk teams.
  • Excellent written and verbal communication skills, with the ability to explain technical topics in simple terms.
  • Self-motivated and detail-oriented, with a commitment to continuous learning and growth.
  • Experience with RMM tools like ConnectWise or Kaseya (desirable).
  • Familiarity with Citrix XenApp or Microsoft Remote Desktop Services (desirable).
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