2nd/3rd Line IT Support Engineer

SUMMARY:
Role Overview
Our client is looking for an experienced, enthusiastic, and proactive 2nd/3rd Line IT Support Engineer to join their global team.
 
Based in their South Africa office (Cape Town), this role will primarily focus on ensuring the smooth operation of local IT infrastructure and supporting broader IT initiatives across the organisation.
 
You will be responsible for maintaining and securing the local environment, supporting around 10 users on-site, and contributing remotely to IT operations in the United Kingdom. This role requires someone who is a self-starter, passionate about technology, proactive in identifying improvements, and committed to delivering excellent support.
 
Key Responsibilities

• Provide 2nd and 3rd line support for the South Africa office and remotely assist the wider business
• Maintain and manage all local IT infrastructure including:
  • Firewalls (WatchGuard)
  • Network switches (Aruba)
  • Routers and wireless infrastructure
  • VMware servers and on-premises hardware
• Ensure local systems remain secure by:
  • Applying security patches and firmware updates
  • Managing vulnerability scans and remediations
  • Monitoring system logs and identifying potential security issues
• Perform regular checks to ensure uptime and availability of critical systems
• Act as hands-on support for user devices (laptops, desktops, printers)
• Proactively identify and suggest improvements to systems, networks, and processes
• Document systems, procedures, and changes clearly and accurately
• Collaborate closely with the UK-based technical team on project work, upgrades, and new implementations
• Manage local IT inventory and assist with procurement planning
• Ensure compliance with company security policies and procedures
• On call for out of hours / weekend support

• Minimum 3–5 years of experience in a 2nd or 3rd line IT support role
• Strong experience supporting and managing:
  • Firewalls (preferably WatchGuard)
  • Managed network switches (Aruba or similar)
  • VMware virtualised environments
  • Windows Server operating systems
• Good working knowledge of networking fundamentals (VLANs, VPNs, DNS, DHCP)
• Understanding of IT security best practices and basic vulnerability management
• Strong troubleshooting and root cause analysis skills
• Ability to work independently and manage time effectively
• Proactive approach to finding and delivering improvements
• Clear, professional communication skills (both written and verbal)
• Ability to build technical documentation

• Experience supporting Microsoft 365 and Azure environments
• Experience with endpoint protection and patch management tools
• Scripting or automation skills (PowerShell or equivalent)
• IT certifications such as CompTIA Network+, Security+, VMware VCP, or similar
• Previous experience in a multi-site, international business would be a bonus

• Self-motivated and eager to learn
• Proactive and able to spot and implement improvements
• Enthusiastic, positive, and professional attitude
• Strong attention to detail
• Ability to work effectively with remote teams and communicate across time zones

POSITION INFO:
Role Overview
Our client is looking for an experienced, enthusiastic, and proactive 2nd/3rd Line IT Support Engineer to join their global team.

Based in their South Africa office (Cape Town), this role will primarily focus on ensuring the smooth operation of local IT infrastructure and supporting broader IT initiatives across the organisation.

You will be responsible for maintaining and securing the local environment, supporting around 10 users on-site, and contributing remotely to IT operations in the United Kingdom. This role requires someone who is a self-starter, passionate about technology, proactive in identifying improvements, and committed to delivering excellent support.

Key Responsibilities

• Provide 2nd and 3rd line support for the South Africa office and remotely assist the wider business
• Maintain and manage all local IT infrastructure including:
  • Firewalls (WatchGuard)
  • Network switches (Aruba)
  • Routers and wireless infrastructure
  • VMware servers and on-premises hardware
• Ensure local systems remain secure by:
  • Applying security patches and firmware updates
  • Managing vulnerability scans and remediations
  • Monitoring system logs and identifying potential security issues
• Perform regular checks to ensure uptime and availability of critical systems
• Act as hands-on support for user devices (laptops, desktops, printers)
• Proactively identify and suggest improvements to systems, networks, and processes
• Document systems, procedures, and changes clearly and accurately
• Collaborate closely with the UK-based technical team on project work, upgrades, and new implementations
• Manage local IT inventory and assist with procurement planning
• Ensure compliance with company security policies and procedures
• On call for out of hours / weekend support

• Minimum 3–5 years of experience in a 2nd or 3rd line IT support role
• Strong experience supporting and managing:
  • Firewalls (preferably WatchGuard)
  • Managed network switches (Aruba or similar)
  • VMware virtualised environments
  • Windows Server operating systems
• Good working knowledge of networking fundamentals (VLANs, VPNs, DNS, DHCP)
• Understanding of IT security best practices and basic vulnerability management
• Strong troubleshooting and root cause analysis skills
• Ability to work independently and manage time effectively
• Proactive approach to finding and delivering improvements
• Clear, professional communication skills (both written and verbal)
• Ability to build technical documentation

• Experience supporting Microsoft 365 and Azure environments
• Experience with endpoint protection and patch management tools
• Scripting or automation skills (PowerShell or equivalent)
• IT certifications such as CompTIA Network+, Security+, VMware VCP, or similar
• Previous experience in a multi-site, international business would be a bonus

• Self-motivated and eager to learn
• Proactive and able to spot and implement improvements
• Enthusiastic, positive, and professional attitude
• Strong attention to detail
• Ability to work effectively with remote teams and communicate across time zones