Dedicated Support Engineer - L2: Networks & Security & Cloud & Business Applications

Dedicated Support Engineer - L2: Networks & Security & Cloud & Business Applications

Recruiter: Ace Staffing

Job Ref: A42

Date posted: Thursday, September 3, 2026

Location: Cape Town, South Africa

Salary: Annual salary, benefits, bonus

SUMMARY: Dedicated Support Engineer - L2: Networks & Security & Cloud & Business Applications (Somerset West)

POSITION INFO: Dedicated Support Engineer S2 - Networks & Security & Cloud & Business Applications Location: Somerset West, Western Cape Work Arrangement: Hybrid An exciting opportunity is available for a Dedicated Support Engineer to provide reliable, professional and high-quality IT support within a client-focused technology environment. The role focuses on second-line technical support , troubleshooting, escalations and maintaining stable, secure and well-performing client environments across networking, security, cloud and business applications. Key Responsibilities Support & Troubleshooting Handle incoming support requests via the Helpdesk system. Take ownership of technical issues through to resolution. Diagnose and troubleshoot hardware, software, networking, cloud and application-related issues. Provide advanced technical support to clients. Identify recurring issues and contribute to preventative solutions. Maintain accurate and detailed ticket documentation. Work within agreed SLA requirements. Networks & Infrastructure Troubleshoot LAN/WAN connectivity issues. Support TCP/IP, DNS and DHCP environments. Troubleshoot switches, routers, Wi-Fi and VPN connectivity. Assist with firewall and network-security-related issues. Support network infrastructure and maintain technical documentation. Perform technical changes in accordance with established processes. Cloud & Microsoft Provide support across Microsoft cloud environments. Support Microsoft 365, Azure and Entra ID environments. Assist with user identity, access and authentication issues. Troubleshoot cloud connectivity and infrastructure issues. Support endpoint and device-management technologies. Assist with cloud-related technical projects and implementations. Security Assist with maintaining client security standards. Support endpoint security, patching and vulnerability remediation. Assist with identity and access management. Escalate and support security incidents where required. Follow established security procedures and best practices. Escalations Act as an escalation point for more complex S1 issues. Investigate issues that cannot be resolved at first-line level. Perform root-cause analysis where appropriate. Escalate complex issues to S3 or other specialist teams when required. Work with other technical teams to ensure effective resolution. Client Service Communicate clearly and professionally with clients. Keep clients informed regarding progress and expected resolution. Build strong client relationships through reliable technical support. Explain technical issues and solutions clearly to non-technical users. Requirements Previous experience in 2nd-line IT support, infrastructure support or a similar technical environment . Strong troubleshooting and problem-solving skills. Good understanding of networking and infrastructure. Experience with TCP/IP, DNS, DHCP, LAN/WAN, VPN, switches and routers . Experience with Microsoft environments. Exposure to Microsoft 365, Azure and/or Entra ID . Understanding of IT security principles. Experience working with ticketing/helpdesk systems. Experience working within SLA-driven environments. Strong escalation and incident-management skills. Good technical documentation skills. Strong client-facing communication skills. Ability to work independently and take ownership of technical issues. Advantageous Experience within an MSP / managed-services environment . Microsoft or Azure certifications. Experience with firewalls and network-security technologies. Experience with Intune and endpoint management. Experience with cloud infrastructure. PowerShell or other scripting/automation experience. ITIL certification. Experience with monitoring and remote-management tools. Ideal Candidate The ideal candidate is a technically strong second-line support engineer who can work across multiple areas rather than being restricted to one technology. They should have a good combination of networking, infrastructure, security, cloud and business application support , with the ability to investigate complex issues, communicate effectively with clients and escalate appropriately. Head Office: Somerset West