Support Engineer (Tier 2)

Cape Town
Posted 2 months ago

This is an opportunity to work for a large international group that provides managed services to enterprise level customers across a wide range of industries and technologies. To provide second line support, supporting email, collaboration and Wintel technologies across various customers.  This is an infrastructure support role and not focused on user/account administration.


Job Description

  • Supporting customers’ messaging and collaboration environments remotely from Cape Town
  • Incident investigation and resolution in accordance with agreed SLAs and working within the ITIL framework
  • Pro-active monitoring using, automated tools/reports
  • Root-cause analysis for issues as per the problem management process
  • Out-of-hours rotational standby
  • Ad-hoc out of hours work as required for changes and project work
  • Creating and reviewing on a regular basis documentation assisting the team in its day-to-day work
  • Assess supported customer environments with a view to suggesting initiatives that could serve to improve the levels of support and service we provide as a team
  • Mentor and assist team members when required



1 – 2 years’ experience in the following areas:

  • MS Exchange 2013+ (Managing and supporting)
  • MS Office 365/Exchange Online (Managing and supporting)
  • MS Skype for Business (Managing and supporting)
  • MS Windows Server OS in an Enterprise environment (Managing and supporting)
  • MS Windows Active Directory Services (Managing and supporting)
  • MS Azure (Azure AD & Azure AD Connect)


Desirable Knowledge/Skills

  • Microsoft Teams
  • Microsoft SharePoint Online
  • Email Archiving Solutions (Symantec Enterprise Vault, Mimecast)
  • PowerShell scripting (analyse, edit & create)
  • Documentation (Knowledge Articles, SOP’s, etc.)
  • ITIL



  • MCP, MCITP and/or MCSE certification in Exchange 2010/2013/2016, and/or Exchange Online/Office 365.
  • Certification relating to any or all of Microsoft Skype for Business, Mimecast, Symantec Enterprise Vault (Desirable)


Professional / Cognitive skills


  • Strong written and oral communication in English is a must. Strong presentation skills are considered an asset
  • Strong and proven troubleshooting ability in a large scale, fast-paced operations environment


Deadline for applications is 20/03/2019

For more information, call Nova Buchan on 073 393 9731 or send your CV to

Job Features

Job CategoryInformation Technology

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