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
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
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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.
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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.
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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).