Level 2 – IT Support Technician

Job category: IT and Telecommunications Location: Centurion Contract: Permanent Remuneration: Market Related EE position: No About our company City Logistics understands supply chains and the importance of adding maximum value, as well as providing cost-effective solutions and the highest service levels. Our extensive network throughout Southern Africa has been developed over 30 years, offering an exclusive supply chain solution, specializing in client and fleet requirements. This typically consists of a dedicated pool of vehicles and staff customized to the client’s operational needs, enabling the client to share the benefits of our procurement, maintenance and risk management capacity. We are passionate about what we do, passionate about Retail and service excellence. Let us be part of your solution. Introduction We are seeking a skilled Level 2 – IT Support Technician to manage and resolve escalated technical issues from Level 1 support, providing in-depth troubleshooting, and maintaining system performance. This role requires a combination of technical expertise, problem-solving skills, and customer service excellence to support both hardware and software environments. Responsibilities Troubleshooting and Resolution: Investigate and resolve escalated incidents, including complex hardware, software, and networking issues.Perform root-cause analysis for recurring technical problems. System Administration: Manage user accounts and permissions in systems like Active Directory and Microsoft 365.Configure and maintain enterprise systems, including servers, firewalls, and backups. Networking and Infrastructure: Diagnose and resolve LAN/WAN, VPN, and wireless connectivity issues.Assist in configuring routers, switches, and other networking equipment. Incident and Problem Management: Prioritize, document, and resolve tickets in accordance with SLA guidelines.Escalate unresolved issues to Level 3 or vendor support teams. Technical Documentation: Create and update knowledge base articles for recurring issues.Maintain detailed records of troubleshooting steps and resolutions. Customer Support and Training: Provide guidance and mentorship to Level 1 support staff.Communicate technical solutions to end-users in non-technical terms. Minimum Requirements Grade 12/Matric 2–4 years in an IT support role, with at least 1 year in Level 2 support. Hands-on experience with IT ticketing systems (e.g., Freshservice). Bachelor’s degree in IT, Computer Science, or related field (preferred). Relevant certifications such as CompTIA Network, Microsoft Certified: Azure Administrator, or ITIL Foundations. Strong understanding of Windows operating systems. Networking protocols (TCP/IP, DNS, DHCP). Virtualization technologies. Security tools and practices, including endpoint protection. Excellent telephone manners and written communication skills. Exceptional attention to detail. Ability to manage end-user frustrations effectively and communicate patiently with users who may be unhappy. Ability to follow predefined procedures and escalate issues to the Support Manager promptly. Ability to meet deadlines and complete tasks within SLA timeframes. Proficiency in using knowledge base resources to resolve problems. Positive attitude towards work and colleagues. Consistent, prompt delivery of tasks, even if they are common or repetitive. Punctuality and awareness of written tone. Own car and a valid driver's license are essential. Must show respect and care to others at all times. Must display integrity and loyalty at all times. #J-18808-Ljbffr