Overview
Tier 2 IT Support Engineer (Second‑Line Support) Jobs in Northriding, Gauteng, South Africa at Link Up ICT & Cyber Security
Title: Tier 2 IT Support Engineer (Second‑Line Support)
Company: Link Up ICT & Cyber Security
Location: Northriding, Gauteng, South Africa
📍 Northriding | On‑site
💼 Permanent | Full‑Time
💰 Salary | R18,000.00 – R20,000.00 depending on experience and certifications
About the Role
We are looking for an experienced Tier 2 IT Support Engineer to join our support team and act as the primary escalation point from Tier 1. This role focuses on advanced troubleshooting, Microsoft 365 administration, network support, and business telephony systems.
The successful candidate will take ownership of complex technical issues, provide reliable second‑line resolution, and ensure that only genuinely specialised problems are escalated further.
Key Responsibilities (Tier 2 Only)
- Provide second‑line technical support for incidents escalated from Tier 1
- Troubleshoot and resolve complex issues across:
End‑user computing (Windows / macOS)
Servers and infrastructure
Network connectivity and performance
- Administer and support Microsoft 365, including:
Exchange Online
SharePoint / OneDrive
Azure AD / Entra ID
Endpoint and device management
- Support and troubleshoot business telephony platforms, including:
VoIP / IP PBX systems
Microsoft Teams Voice or similar cloud telephony solutions
SIP trunks, handsets, call routing, and call quality issues
- Perform root‑cause analysis and implement permanent fixes.
- Provide on‑site support where remote resolution is not possible.
- Document solutions and contribute to technical knowledge bases.
- Work closely with Tier 1 technicians, providing guidance and technical feedback.
- Ensure incidents are resolved within agreed SLAs.
- Escalate only highly complex or specialised issues in line with escalation procedures.
Minimum Requirements
- 2–5+ years’ experience in an IT support or MSP environment at Tier 2 level.
- Strong hands‑on experience with:
Microsoft 365 administration
Windows desktop and server environments
Networking fundamentals (VLANs, VPNs, DNS, DHCP, firewalls)
VoIP / cloud telephony systems
- Proven ability to troubleshoot complex, non‑routine technical issues.
- Strong communication skills and a professional, service‑oriented approach.
Advantageous Skills
- Microsoft certifications (Azure Administrator, Endpoint Administrator, Teams Voice)
- CompTIA Network+ or Security+
- Experience with RMM tools and ITSM / ticketing platforms
- Virtualisation exposure (VMware / Hyper‑V)
- PowerShell or scripting experience