Synopsis

A Cape Town service desk is seeking a 2nd Line Service Desk Engineer to act as the primary escalation point for unresolved first-line incidents and service requests. The role combines advanced troubleshooting, identity and Microsoft platform administration, cybersecurity awareness, technical documentation and controlled escalation to specialist teams.

Key Responsibilities

Own escalated incidents and service requests that cannot be resolved at first line.
Perform advanced troubleshooting and root-cause analysis across client environments.
Support Windows 10/11, Windows Server 2016–2025 and Microsoft 365 environments.
Administer Active Directory, Group Policy and Azure AD / Entra ID-related issues.
Investigate security-related issues using endpoint, email-security and monitoring tools.
Maintain accurate ticket work logs, root causes and resolution steps.
Provide feedback and guidance to first-line engineers.
Prepare complete handover documentation for third-line, security or project teams.

Qualifications / Minimum Requirements

Practical second-line support or equivalent advanced service-desk experience.
Strong knowledge of Windows desktop and Windows Server environments.
Experience with Microsoft 365, Active Directory, Group Policy and Entra ID.
Hands-on exposure to EDR or antivirus tools and email-security platforms such as Mimecast or Defender for Office 365.
Understanding of SIEM or SOC alert monitoring and structured incident escalation.