JOB DESCRIPTION

SPECIALIST SERVICES ENGINEER (TIER 2)
Location:Tygervalley, Cape Town
Type:Full-Time | In-office

ABOUT THE OPPORTUNITY

Our client is seeking an experienced Specialist Services Engineer (Tier 2) to join their Professional Services team.

The successful candidate will be responsible for delivering planned technical implementations, project tasks, onsite technical work and escalated technical support across client environments.

This is a broad IT Generalist position within an MSP environment, requiring practical experience across Microsoft 365, endpoints, servers, networking, backup, security, cloud and general infrastructure.

The role will support client onboarding, migrations, deployments and technical projects while ensuring that all work is delivered professionally, securely, accurately and within the agreed scope and timelines.

KEY RESPONSIBILITIES

Project & Ticket Lifecycle Management

• Work from approved project tickets, service tickets, implementation tasks and assigned activities.

• Keep project and service tickets accurately updated with progress, blockers, risks, next steps and completion notes.

• Capture time accurately and timeously against the relevant project, ticket, phase or activity.

• Provide regular progress updates to internal project stakeholders, technical leads, coordinators and clients where required.

• Ensure completed work is quality checked, documented and aligned with the approved scope and MSP delivery standards.

Professional Services & Technical Delivery

• Complete technical project activities including:

• Client deployments

• Migrations

• Endpoint preparation

• Microsoft 365 configuration and changes

• Backup configuration

• Security tool deployment

• Infrastructure implementation and support

• Conduct onsite and remote technical work in accordance with approved project plans, customer requirements and Statements of Work.

• Support client onboarding and technical transition activities.

• Ensure implementations are completed professionally, securely and within agreed timelines.

Technical Escalations & Risk Management

• Identify technical blockers, risks, out-of-scope requests and potential delivery challenges at an early stage.

• Escalate issues appropriately to technical leads, T3 engineers, project management or service delivery.

• Provide technical information and assistance required to resolve escalated incidents.

• Assist with technical findings, lessons learned and handover documentation following implementations or escalated incidents.

ITIL, ITSM & MSP Service Delivery

• Follow established ITIL, ITSM, change and service management processes.

• Identify and communicate technical, access, scheduling, licensing, security and scope risks.

• Maintain accurate technical documentation, diagrams, configuration records, licensing information and client environment details.

• Assist with release and deployment activities including:

• Client onboarding

• RMM and EDR deployment

• Endpoint preparation

• Microsoft 365 configuration

• Backup enablement

• Technical transitions

• Ensure implemented configurations are documented, aligned with technical standards and properly handed over to support teams.

• Assist with incidents and problems where project work intersects with client-impacting support issues.

• Follow approved change procedures, implementation windows, rollback plans and communication requirements.

• Identify opportunities to improve project delivery, technical standards, automation, documentation and client handover processes.

MINIMUM REQUIREMENTS

Qualifications

• Matric / Grade 12 or NQF equivalent.

• CompTIA A+ -- Required

• CompTIA N+ -- Required

• Microsoft certification or equivalent practical experience in Microsoft 365, Azure fundamentals, endpoint, server or infrastructure technologies.

• MCSA or equivalent certification such as AZ-900 / MS-900.

• IT qualification or degree will be advantageous.

• ITIL knowledge or certification advantageous.

• Experience with ITIL and COBIT frameworks advantageous.

Experience

• 5+ years' practical IT experience, preferably within an MSP environment.

• Strong experience in IT project implementation and professional services delivery.

• Experience with Microsoft 365 administration, Entra ID / Azure AD, endpoint support, backup solutions, security tooling and general MSP client environments.

• Proven experience conducting onsite technical implementations and client-facing technical work.

TECHNICAL SKILLS

Area Required Experience

Endpoint / Desktop Support 5+ years -- Advanced

Network Troubleshooting & Implementation 5+ years -- Advanced

Onsite Field Work / Professional Services 5+ years -- Advanced

IT Equipment / Hardware / Software 5+ years -- Advanced

Switches, Routers, Wireless, Firewalls & VPN 5+ years -- Intermediate

Windows Server / AD / DNS / DHCP / GPO 5+ years -- Basic / Intermediate

Backup / Monitoring / RMM / EDR / AV 5+ years -- Intermediate

Microsoft 365 / Entra ID / Exchange / Teams / SharePoint / OneDrive 5+ years -- Intermediate

Azure Fundamentals 5+ years -- Intermediate

ITIL / ITSM / Change Management 5+ years -- Basic

Project Implementation / Migrations / Onboarding 5+ years -- Advanced

Key Technology Exposure

Microsoft & Cloud

• Microsoft 365

• Entra ID / Azure AD

• Exchange Online

• Teams

• SharePoint

• OneDrive

• Azure fundamentals

Infrastructure

• Windows Desktop

• Windows Server

• Active Directory

• DNS

• DHCP

• Group Policy

• Endpoints and hardware

Networking

• TCP/IP

• Switches

• Routers

• Wireless

• Firewalls

• VPN

• Basic network services

Security & Backup

• EDR / Antivirus

• Security tooling

• Backup solutions

• RMM platforms

• Monitoring

Professional Services

• Technical implementations

• Client migrations

• Client onboarding

• Deployments

• Technical handovers

• Project documentation

CORE COMPETENCIES

Technical

• Strong IT generalist capability

• Microsoft 365 administration

• Endpoint and desktop support

• Networking and infrastructure

• Windows Server

• Cloud technologies

• Backup and recovery

• Security tooling

• RMM and monitoring

• Technical implementation

• Migrations and onboarding

• Troubleshooting and problem solving

Professional

• Client-facing communication

• Stakeholder management

• Project delivery

• Time management

• Task ownership

• Technical documentation

• Change management

• Risk identification

• Strong follow-up

• Attention to detail

• Ability to work independently

• Ability to multitask and prioritise

THE IDEAL CANDIDATE

We are looking for a confident and technically capable Tier 2 IT professional who is comfortable working across multiple technologies and client environments.

You should enjoy a combination of hands-on technical support, professional services delivery, project implementation and client interaction.

The ideal candidate is organised, proactive and able to work independently while knowing when to escalate technical risks or issues.

You will need to be comfortable working under pressure, managing multiple priorities and ensuring that every implementation is properly documented and handed over.

Most importantly, you are professional, client-focused and take ownership of your work from start to finish.

PERSONAL ATTRIBUTES

• Professional and confident communicator

• Strong verbal and written English

• Excellent listening skills

• Client-focused and approachable

• Patient, tactful and diplomatic

• Dynamic and energetic

• Strong problem-solving ability

• High attention to detail

• Highly organised

• Excellent planning and time management

• Strong administration and documentation discipline

• Able to work under pressure

• Deadline-driven

• Self-motivated and accountable

• Comfortable working independently and as part of a team

• Strong multitasking and prioritisation skills

IMPORTANT REQUIREMENT

A valid driver's licence is required due to the onsite and field-based nature of the role.

If you are an experienced Tier 2 IT Generalist with a strong MSP background and enjoy implementing solutions rather than simply resolving tickets, this could be an excellent opportunity to take your technical career further.