Overview
Service Desk Engineer Jobs in City of Cape Town, Western Cape, South Africa at The Future Project Ltd
Title: Service Desk Engineer
Company: The Future Project Ltd
Location: City of Cape Town, Western Cape, South Africa
Service Desk Engineer – Level 2
3 Month Contract
2000 Rand per day
Cape Town based
Role Purpose:
As part of our clients transition to an internally led IT support model, the Level 2 Service Desk Engineer will play a key role in resolving more complex technical issues, supporting Level 1 analysts, and contributing to the overall maturity of the Service Desk function. You will be based remotely but be close to Cape Town.
This role requires deeper technical capability, strong troubleshooting skills, and the ability to take ownership of escalated issues through to resolution. The successful candidate will also contribute to improving first-call resolution rates by mentoring junior team members and enhancing knowledge sharing.
Key Accountabilities:
Advanced Incident Resolution
Take ownership of escalated incidents and service requests, performing detailed technical troubleshooting across infrastructure, identity, endpoint and application layers.
Technical Escalation Support
Act as a point of escalation for Level 1 analysts, providing guidance, support and knowledge transfer to improve overall team capability.
Problem Identification & Root Cause Analysis
Investigate recurring issues, identify root causes and implement sustainable fixes to reduce repeat incidents.
Systems & Access Management
Manage more complex user access, permissions and system configurations across Active Directory / Entra ID and integrated business systems.
Application Support
Provide support for key business applications (e.g. Microsoft 365, Salesforce, Upslide, Nitro PDF), including troubleshooting integration and user-specific issues.
Documentation & Knowledge Management
Create and maintain high-quality technical documentation and knowledge base articles to improve team efficiency and consistency.
Continuous Service Improvement
Identify opportunities to improve processes, automation and service delivery, contributing to the overall maturity of the IT Support function.
Education and Experience Required:
Essential
These criteria represent the core experience and capabilities required to succeed in the role from day one.
Technical Support Experience
Proven experience in a Level 2 (or equivalent) IT support role, handling escalated and more complex technical issues.
Strong Technical Knowledge
Solid experience across:
o Microsoft 365 ecosystem
o Active Directory / Entra ID (including group policies, access control)
o Windows endpoint management and troubleshooting
o Basic networking concepts (DNS, DHCP, connectivity troubleshooting)
• Troubleshooting & Analytical Skills
Ability to diagnose and resolve complex issues across multiple technology layers.
Mentoring & Knowledge Sharing
Experience supporting or mentoring junior team members, with a focus on improving team capability.
Service Management Discipline
Experience working within structured ITIL-aligned processes, including incident, problem and change management.
Desirable
The following capabilities are not mandatory at appointment but represent areas of growth and development expected as the role matures.
Application Ecosystem Experience
Experience supporting enterprise applications such as Salesforce, Upslide, Nitro PDF or similar.
Automation & Scripting
Basic experience with scripting or automation (e.g. PowerShell) to improve efficiency.
Cloud & Identity Management
Deeper experience with Azure / Entra ID, including conditional access, identity governance or security controls.
ITIL Certification
Formal ITIL certification or equivalent service management training.