Role: Senior Service Engineer (L2) – IT & Cloud
Location: Cape Town | Permanent | Enterprise Managed Services
Are you an experienced 2nd Line Engineer who wants to move beyond simply working through tickets and take ownership of genuinely complex technical issues?
We are recruiting for an established technology and managed services business that supports large enterprise customers across sophisticated IT, Microsoft cloud and hybrid infrastructure environments.
This is a senior L2 position within a specialist service desk team. You’ll be trusted to take ownership of the incidents that cannot be resolved at first line, lead technical troubleshooting through to resolution, and work directly with customers during critical incidents.
The environment offers strong technical exposure across Microsoft Azure, Microsoft 365, Entra ID, Intune, Azure Virtual Desktop, Windows Server, VMware, Hyper-V and enterprise networking, with funded development and certifications available for engineers who want to continue progressing technically.
What You’ll Be Doing
You’ll take ownership of complex L2 incidents and escalations, troubleshooting issues through to resolution rather than simply passing them further up the chain.
Your responsibilities will include:
Resolving complex incidents across cloud, infrastructure, identity, endpoint and Microsoft environments.
Acting as the technical lead during P1 and major incidents.
Troubleshooting issues remotely and directly with enterprise customers.
Managing escalated tickets while maintaining strong SLA performance.
Investigating recurring problems, completing root cause analysis and helping implement permanent fixes.
Monitoring environments proactively and responding to potential issues before they become major incidents.
Working with specialist technical teams and third-party vendors where required.
Supporting backup, recovery and workload restoration.
Creating and maintaining technical documentation, knowledge articles and runbooks.
Mentoring and supporting L1 engineers and sharing technical knowledge across the team.
Using PowerShell to support administration, reporting and repeatable technical fixes.
Technical Environment
We’re particularly interested in engineers with strong hands-on experience across:
Microsoft & Cloud
Microsoft Azure
Azure Virtual Desktop (AVD)
Microsoft 365
Exchange Online
SharePoint, Teams and OneDrive
Microsoft Entra ID
Conditional Access
Microsoft Intune
Infrastructure
Windows Server
Active Directory
Group Policy
DNS & DHCP
VMware
Hyper-V
Backup and recovery
Networking & Automation
TCP/IP
VLANs
VPNs
DNS/DHCP troubleshooting
PowerShell scripting
Exposure to technologies such as Veeam, VMware vSAN, Morpheus, Defender for Endpoint, RMM platforms, macOS or other hybrid-cloud technologies would be advantageous but is not essential.
What We’re Looking For
You’ll ideally have:
At least 5 years' experience within IT support, managed services or a similar technical environment.
At least 2 years operating at second-line level or above.
Strong experience independently resolving complex technical incidents.
Experience working within an MSP, service desk or enterprise support environment.
Confidence handling escalations and major incidents.
Experience mentoring or supporting less experienced engineers.
Strong customer-facing communication skills.
The ability to explain technical problems clearly to both technical and non-technical stakeholders.
Good understanding of ITIL-based service management practices.
Strong documentation and ticket-management discipline.
Certifications such as AZ-104, AZ-140, MS-102, MD-102, VMware VCP-DCV or ITIL 4 would be advantageous, but practical technical capability is the priority.
Why Consider the Opportunity?
This is a strong opportunity for an engineer who has reached a solid L2 level and wants greater technical ownership and exposure rather than remaining in a high-volume support environment.
You’ll be supporting sizeable enterprise environments, working on technically challenging escalations and gaining deeper exposure across Microsoft cloud, virtualisation, infrastructure and modern endpoint technologies.
The business also invests in professional development and technical certifications, with opportunities to progress into more senior or specialist technical positions.
The position is permanent and based in Cape Town, working Monday to Friday. There are no night shifts, weekends or 24/7 support requirements.
If you’re currently comfortable in your role but would consider an opportunity offering more technical depth, ownership and long-term progression, I’d be happy to have a confidential conversation.
