Level 2 Support Engineer (JHB)



The Level 2 Support Engineer plays a vital role in the IT support ecosystem, acting as the first line of escalation beyond Level 1 (L1) support. This role is embedded in the Escalations Group, dealing directly with high-priority tickets, complex incidents, and mentoring junior engineers. With a strong emphasis on diagnostics, problem resolution, and technical leadership, the L2 Support Engineer ensures seamless support delivery, operational excellence, and client satisfaction.

You will work closely with L1 Support Engineers, not only resolving advanced technical issues but also coaching them through correct procedures and efficient troubleshooting methods. Additionally, you will handle escalations from clients or engineers, ensuring all problems are addressed with speed, accuracy, and professionalism.

In a dynamic IT environment, the effectiveness of Level 2 support directly impacts operational continuity, customer satisfaction, and the professional development of junior engineers. This role ensures that complex technical challenges are resolved promptly, reducing downtime for clients and maintaining service reliability. Beyond resolution, your contributions to knowledge transfer and proactive incident handling elevate the entire support team's efficiency and capability. The role fosters a learning culture, enforces accountability in escalations, and ensures client confidence in the support process.

Advanced Technical Escalation & Resolution

• Serve as the first point of escalation for complex or unresolved Level 1 tickets.
• Diagnose and resolve intricate technical issues across hardware, software, and network domains.
• Manage escalations related to EDR (Endpoint Detection & Response) alerts, ensuring endpoint security and compliance, server backup failures, restoring operations and engaging backup vendors if required, Group Policy Objects (GPO) and Microsoft Intune configurations, including policy creation and debugging, SSL VPN certificate renewals, including liaising with vendors or certificate authorities and share and permissions setup on SharePoint and Windows Server folder structures.
• Handle priority incidents involving production-impacting outages, especially when time-sensitive intervention is required.

Infrastructure and System Maintenance

• Conduct routine maintenance on Windows Servers, ensuring patching, role health, and security configurations are in line with best practices.
• Monitor and validate backup solutions, performing restores and testing recovery plans.
• Assist in domain-level configurations, including DNS record management, DHCP, and Active Directory objects.
• Maintain configuration and health of network firewalls, ensuring proper routing, NAT, and access rules are in place.

Client Interaction and Support Ownership

• Take over high-priority or sensitive client cases, particularly where clients are dissatisfied or business continuity is threatened.
• Own full-lifecycle management of escalated tickets: investigation, resolution, documentation, and closure.
• Provide proactive communication and reassurance to clients during incident handling, maintaining professionalism and transparency.

Mentoring, Coaching & Knowledge Transfer

• Provide on-the-job guidance to Level 1 Support Engineers on troubleshooting practices, ticket ownership, and customer handling.
• Conduct root cause analysis on repeated L1 escalations and implement process corrections or educational workshops.
• Collaborate with the knowledge management team to develop and update internal documentation, SOPs, and quick-reference guides.
• Actively participate in team standups and postmortems to share lessons learned and improve support processes.

Monitoring, Reporting & Continuous Improvement

• Respond to system alerts and monitoring dashboards, ensuring critical alerts are triaged and resolved.
• Identify systemic or recurring issues and propose automation, scripting, or configuration changes to eliminate root causes.
• Collaborate with the Service Delivery or IT Infrastructure team on improvement initiatives related to security, compliance, and service uptime.
• Participate in audits or compliance checks when required, providing technical evidence or ticket history.

Operational & Administrative Support

• Ensure that ticket documentation is accurate, complete, and compliant with internal SLA and audit requirements.
• Monitor and manage ticket queues to prevent SLA breaches, escalating as needed to management.
• Contribute to project-based activities when assigned, such as onboarding new clients, deploying monitoring agents, or assisting with migrations.

Team Collaboration & Culture Building

• Support a culture of continuous improvement and peer accountability.
• Be approachable and available to assist teammates in real time, whether for quick answers or technical deep-dives.
• Actively contribute to internal training sessions, lunch-and-learns, or knowledge exchange meetings.

• Deep knowledge of Microsoft environments: Windows 10/11, Windows Server, Microsoft 365, Azure, Intune.
• Networking fundamentals, including firewalls, DNS, SMB shares, and domain management.
• Administration and troubleshooting of SharePoint, email tracing, printer services, and backup platforms.
• Understanding of EDR platforms and remote monitoring/management systems.

• Windows OS, servers, Microsoft 365, networking, Intune, GPO, SSL.
• Clear, confident, and professional verbal and written communication.
• Able to collaborate effectively across teams and mentor others.
• Strong diagnostic, root cause analysis, and logical problem-solving.
• Maintains composure during high-stakes or client-critical escalations.
• Handles multiple high-priority tasks with structure and discipline.

• Minimum of 4 years of relevant IT support experience.
• Demonstrated experience with Advanced Microsoft 365 and Windows Server support.
• Troubleshooting escalated service desk issues across a broad range of technologies.
• Maintaining and implementing IT infrastructure solutions.

• Strong, practical knowledge of the core technologies and systems.
• Able to resolve issues swiftly and prevent reoccurrence.
• Exceptionally skilled in assessing complex problems and identifying root causes.
• Willing and effective in working with and uplifting junior colleagues.
• Delivers resolutions with empathy and professionalism.

• Handles pressure situations without becoming reactive.
• Makes swift, accurate decisions in live environments.
• Acts as a mentor and guide for less experienced engineers.
• Quickly adjusts to new processes, tools, or client requirements.
• Keeps up with technology changes and certifications.

Required (any combination):

• CompTIA A+ / Network+
• MS-900, AZ-900, or any Microsoft role-based certification
• IT-related degree or diploma
• Relevant certifications for platforms or tools you actively support

At Numata, we’re not just a global IT services company, we are the #1 Business Technology Strategists for SMEs, and a people-first business that believes in the power of growth, support, and shared success. Our mission is to create a dynamic, empowering workplace where innovation meets integrity, and where every individual can thrive personally and professionally.

We believe your growth is our growth. That’s why we fund training and development programs, helping you gain certifications and build new skills without the financial burden. With career pathways and opportunities to promote from within, your potential at Numata knows no limits. As part of a globally recognized and rapidly scaling business, you’ll gain exposure to cutting-edge experiences. This isn’t just a job; it’s your gateway to a world of opportunity.

We equip our team with world-class tools and infrastructure, whether you're working remotely or from our offices. With premium IT support and the latest tech, we make it easy for you to do your best work, every day. Our offices are more than just places to work; they’re environments designed to energize and inspire. Enjoy fresh fruit, premium coffee, popcorn, vending machine, secure parking, and a space built around people’s needs and comfort. It’s truly a home away from home!

At Numata, integrity, honesty, respect, and trust are more than just words, they’re values we live by. We foster a collaborative, team-first environment with open-door leadership and real opportunities to connect, including regular initiatives like Lunch with the CEO. Got ideas? We’re listening. Innovation is everyone’s responsibility here. You’ll be empowered to share your voice, drive change, and shape the future of our business, no matter your role.

We care for our people beyond the workplace. Enjoy comprehensive benefits including fair compensation structures, medical insurance, disability cover, annual bonuses, and access to a dedicated counselling psychologist through our Employee Assistance Programme. From a healthy social calendar, monthly team meetings, celebrations of birthdays and milestones to leadership coaching and recognition programs, we make it a priority to celebrate achievements, big and small.

We’re growing the next generation of leaders. With access to mentorship, leadership development programs, and executive coaching, we help you step confidently into every stage of your professional journey.

Why Join, and Stay, with Numata?

Because at Numata, you’re not just doing a job. You’re building a career, doing whatever it takes, making an impact, and becoming part of a supportive, ambitious community that grows together.

Numata is where your potential meets purpose. Let’s grow together!

Visit our website for more information about us:

Business Technology Strategists for SMEs | Numata

We’re excited to meet passionate individuals who are ready to make a real impact and grow with us. If this sounds like the opportunity you’ve been looking for, we’d love to hear from you! Apply today and let’s start the conversation!