Technical Support Engineer (Tier 2)

Cape Town
Posted 5 months ago

A growing Managed Service Provider would like to appoint an engineer to take on the responsibility of providing around the clock support to their clients.

  • The Tier 2 Technical Support Engineer is responsible for providing our customers with high level support either as a point of escalation from the Tier 1 support engineers or in conjunction with other specialist teams within operations.
  • You will ensure that service level agreements are met whilst delivering reliable resolution of customer technical issues when raised via support lines, Live chat, email, self-service portals or identified through pro-active monitoring activities
  • You will act as their customers’ trusted advisor, building solid relationships and a sound understanding of their individual needs and desirables to add value through the provision of advice which meets their business challenges.
  • Working with the Service Support Manager, you will mentor and develop more junior engineers to assist their growth and distribute high level technical knowledge to all levels of the team.


  • Monitor company and customer systems for signs of failure, irregularity or opportunities for improvement
  • Log tickets on our ITSM system for new incidents, changes, problems and requests and maintain regular updates until full resolution
  • Inform customers when an incident or problem occurs and provide regular updates until full resolution
  • Investigate and resolve incidents on company and customer systems
  • Act as a point of escalation for support calls which cannot be resolved by Tier 1 engineers
  • Perform routine maintenance tasks on company and customer systems to ensure they are secure, up to date and in-line with industry standards
  • Train and mentor Tier 1 engineers
  • Maintain accurate documentation on company and customer systems / environments
  • Escalate to Tier 3 support and/or vendors as necessary if timely Tier 2 resolution of an incident or problem is not possible
  • Respond to all customer, partner and supplier requests, telephone calls and emails in a timely and professional manner
  • Ensure target SLAs for response and resolution times are met

Skills and Knowledge Required

  • Backup Solutions (Veritas NetBackup, eVault, Datto, SolarWinds, CloudBerry, Attix 5)
  • Windows Server 2008, 2012, 2016
  • Windows Desktop 7, 8, 10
  • Microsoft Productivity Suites (Office 2010 – 2016)
  • Microsoft Active Directory
  • Microsoft Office 365
  • Microsoft Azure
  • Linux Command Line (SUSE Enterprise, Ubuntu)

Desirable Skills and Knowledge Required

  • Virtualisation Suites and Technology (VMWare, vSphere, Hyper-V)
  • Networking (Cisco Firewalls, Cisco Switches, HP Switches)
  • Storage Solutions (NetApp, EMC, Dell, HP)
  • Tape Libraries
  • Microsoft Exchange 2010, 2013, 2016
  • Microsoft SQL
  • NDMP

Qualifications and Experience

  • A minimum of 2-years, 2nd Line hands on experience in an IT Desktop/Server support role
  • Bachelor’s degree in Computer Science, Information Systems, Engineering, or MCSE/MCP/CCNA certification or qualifications are desirable
  • Logical approach to problem solving
  • Excellent inter-personal skills with good time management
  • Proven customer service & communication skills

Deadline for applications is 30/11/2018

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

Job Features

Job CategoryInformation Technology

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