L2 Support Engineer South Africa

An IT Support Engineer - L2 plays a crucial role in maintaining the smooth operation of an organization’s IT infrastructure. This position involves handling more complex technical issues that are escalated from Level 1 support, requiring a deeper understanding of IT systems and problem‑solving skills. The L2 engineer is the final level before a case gets escalated to the L3 team. Most cases and interaction with the end-users will be done at L2 level, so exceptional verbal and written communication is as vital as technical ability.

An IT Support Engineer L2 is responsible for diagnosing and resolving advanced technical issues related to software, hardware, and network systems. Their expertise will be essential in ensuring that IT services run efficiently and effectively, minimizing downtime and enhancing user satisfaction

Job responsibilities

• Identify and resolve hardware, software, and network issues. This often involves using diagnostic tools and software.
• Handle more complex issues that Level 1 support cannot resolve and upscale to Level 3 if necessary.
• Use remote access tools to troubleshoot and fix issues without needing to be physically present.
• Provide support to users experiencing technical difficulties, ensuring minimal disruption to their work.
• Offer guidance on best practices and train users on new systems or software.
• Install and configure new hardware, including computers, servers, and networking equipment.
• Install and configure software applications and ensure they are properly integrated with existing systems.
• Set up and configure network devices such as routers, switches, and firewalls.
• Create and manage user accounts, ensuring proper access controls and permissions
• Assist users with password resets and account recovery.
• Ensure users have the appropriate access to systems and data based on their roles.
• Maintain detailed records of all support requests, resolutions, and system changes.
• Contribute to and maintain a knowledge base of common issues and solutions.
• Keep track of IT assets, including hardware and software licenses.
• Implement and enforce security processes and procedures to protect systems and data.
• Educate users on security best practices to prevent security breaches.
• Conduct training sessions for users on new technologies, software, and systems.
• Create and update training materials and user guides.
• Provide ongoing support and training to ensure users are comfortable with new systems.

Experience

• Proven experience in an IT support role
• Demonstrated ability to diagnose and resolve technical issues
• Experience in providing technical support and excellent customer service

Qualifications

• Bachelor’s degree in IT, Computer Science, or a related field.
• CompTIA A+ or CompTIA Network+
• Microsoft Certified: Azure Fundamentals or similar.
• ITIL 4 Foundation

Skills

• Problem-Solving: Strong troubleshooting and analytical skills
• Communication: Excellent verbal and written communication abilities.
• Technical Proficiency: In-depth knowledge of hardware, software, and networking.

In conclusion, the role of an IT Support Engineer - L2 plays a crucial role in maintaining and supporting an organization’s IT infrastructure. This role requires strong technical skills, excellent problem-solving abilities, and effective communication. It’s a dynamic and rewarding career path with opportunities for growth and specialization.

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