2nd Line Technical Lead

Role: T2 Technical Lead – Networking & Connected Services

Location: Cape Town

Role Type: Permanent

Are you an experienced 2nd/3rd Line Network Support Engineer ready to take on more technical ownership and leadership?

We are recruiting for a T2 Technical Lead to join the South African operation of a leading UK-based Managed Service Provider. The business delivers managed connectivity, networking, voice, cloud and security services to organisations across the UK and operates its own regulated core network.

You will join a specialist division supporting customers within the commercial real estate sector, working across complex networking and connectivity environments. This is a hands-on technical role where you will troubleshoot escalated issues, support field engineering teams and act as a technical point of ownership within the service desk.

What you'll be doing

You will work within a technical service desk environment, taking ownership of incidents that require deeper technical investigation following initial triage.

Your responsibilities will include:

• 
  

  Troubleshooting WAN, LAN, Wi-Fi and firewall issues remotely

  
  


• 
  

  Taking technical ownership of escalated support cases

  
  


• 
  

  Diagnosing network and connectivity faults through to resolution

  
  


• 
  

  Configuring networking and communications equipment

  
  


• 
  

  Supporting field engineers with complex technical issues

  
  


• 
  

  Working across networking, security, communications and cloud technologies

  
  


• 
  

  Using and maintaining industry-leading monitoring and support toolsets

  
  


• 
  

  Ensuring incidents and requests are resolved within agreed service levels

  
  


• 
  

  Providing technical guidance and mentorship to other engineers

  
  


• 
  

  Delivering a high standard of customer service throughout the support process

  
  

What we're looking for

You should already have a strong background in IT/network support, ideally within an MSP, service provider or similarly fast-paced technical support environment.

Essential technical experience:

• 
  

  Strong understanding of WAN and LAN networking

  
  


• 
  

  Hands-on firewall knowledge

  
  


• 
  

  Good understanding of networking protocols and troubleshooting

  
  


• 
  

  Current CCNA certification or equivalent knowledge/certification

  
  


• 
  

  Experience with at least two of the following vendors:

  
  
  
  
  
  • 
    

    Cisco

    
    
  
  
  • 
    

    Juniper

    
    
  
  
  • 
    

    Ruckus / Brocade