Location: Johannesburg (office-based)
Employment Type: Full-Time
Salary: R22000 -R25000 per month
Start Date: ASAP
Our client is seeking a skilled Level 2 IT Engineer to join their technical support team. This role is responsible for resolving escalated technical incidents, performing advanced troubleshooting, and providing technical support across infrastructure, networks, systems, and business-critical applications.
The successful candidate will support system performance, incident resolution, security maintenance, and continuous improvement initiatives within the IT environment.
Advanced Technical Support
• Resolve technical incidents escalated from Level 1 support teams
• Perform advanced troubleshooting across infrastructure, networking, systems, and applications
• Investigate recurring issues and assist in identifying root causes
• Recommend and assist in implementing preventative solutions
• Escalate complex issues to senior engineers or external technical partners where required
• Apply system updates, patches, and technical fixes
Infrastructure Support
• Monitor system availability and performance
• Identify and resolve system issues proactively
• Support infrastructure maintenance and optimisation activities
• Assist with system upgrades and configuration improvements
• Perform routine maintenance across systems and networks
Security & Compliance
• Respond to security-related incidents in line with internal procedures
• Apply security patches and updates within required timeframes
• Support compliance with internal security standards
• Escalate identified vulnerabilities and assist with remediation efforts
Documentation & Knowledge Sharing
• Maintain accurate technical documentation
• Update internal knowledge bases with troubleshooting guides and resolutions
• Ensure detailed and complete escalation documentation
• Contribute to knowledge sharing within the technical support team
Project Support
• Assist with infrastructure upgrade projects
• Support implementation of new technologies and system enhancements
• Contribute to automation and operational improvement initiatives
Client Support
• Provide onsite technical support when required
• Deliver professional and responsive client service
• Minimise operational disruption through effective issue resolution
• Communicate technical updates clearly to internal teams and clients
• Incident resolution turnaround time
• Escalation handling effectiveness
• Reduction in recurring technical issues
• System uptime and reliability
• Patch deployment completion
• Documentation quality and accuracy
• Client satisfaction
• Contribution to operational improvements
Experience
• 3–5 years’ experience in IT support, systems administration, or infrastructure support
• Experience supporting business-critical technical environments
• Proven advanced troubleshooting and incident resolution capability
• Experience handling technical escalations
Technical Skills
• Windows server administration
• Networking fundamentals including firewalls, VPNs, routing, and switching
• Virtualisation technologies
• Cloud platform support
• Directory services and infrastructure management
• Backup and recovery solutions
• Security patching and system maintenance
• Monitoring and performance management tools
• Relevant IT qualification
• Industry certifications advantageous (Microsoft, Cisco, CompTIA, VMware, or equivalent)
• Strong analytical and problem-solving skills
• Ability to perform effectively under pressure
• Excellent attention to detail
• Client-focused and professional
• Proactive and self-motivated
• Strong communication and teamwork skills
• Willingness to learn and develop technically
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