2nd Line Service Desk Engineer (IT)

2nd Line Service Desk Engineer (IT) - Flink Group South Africa (Pty) Ltd | BeBee Back 2nd Line Service Desk Engineer (IT)

Customer Service

Flink Group South Africa (Pty) Ltd Cape Town , South Africa Today Until 2026/07/15

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Job description 2nd Line Service Desk Engineer (IT) Ready to level up in your IT support career? This 2nd Line Service Desk role puts you front and centre of our technical support operation, where you'll tackle complex issues, support your 1st Line teammates, and keep our managed services clients running smoothly. You'll be the escalation expert who turns tricky technical problems into solved tickets, working across everything from desktop support to cloud infrastructure.

CORE RESPONSIBILITIES

Act as the primary escalation point for technical issues passed from 1st Line Engineers, managing tickets through to resolution

Handle both phone and email support requests, quickly assessing priority and ensuring resolution within agreed SLAs

Troubleshoot and resolve complex technical issues spanning Windows environments, servers, virtualisation, networking, cloud services and security

Maintain detailed ticket records and documentation whilst liaising with clients to keep them informed throughout the resolution process

Support disaster recovery and business continuity processes for managed services clients

Monitor and manage infrastructure using systems like PRTG and Datto

WHAT YOU'LL NEED

Minimum 3 years' Help Desk experience with proven troubleshooting expertise

Hands-on experience with ticketing systems (ServiceNow, ConnectWise or Autotask)

Strong Windows OS knowledge (Windows 7, 8, 10, 11) including advanced desktop support and Windows Server deployment

Solid networking foundation including LANs, VLANs, WIFi, VPNs, firewalls and managed switching

Microsoft 365 proficiency covering Cloud, Intune, Azure and Active Directory

Virtualisation experience with VMware and/or Hyper-V

Storage solutions knowledge (DataCore, VSAN, SANs)

On-premises and cloud Exchange experience

Network and cyber security fundamentals

Experience with managed antivirus systems (Sophos Enterprise Console)

Excellent customer service skills and a genuine commitment to client satisfaction

NICE TO HAVE

Mobile device management (iOS and Android integration)

Web filtering products (LGFL, Smoothwall, SonicWall, Websense)

Remote/virtual desktop experience (Citrix)

Education sector background

If you've got the technical depth and the drive to solve complex problems whilst keeping clients happy, this is your next move.

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Job Details

• Country : Afrique du Sud

• Contract Type : CDI

• Compensation : salary 1,122

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