Growth Resourcing

Technical Analyst - 2nd Line Support

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeCape Town, South Africa$180k - $240kIn-person

About the Job

Requirements

Strong support experience and in-depth knowledge of Windows Server administration and management.
Knowledge of Windows desktop operating systems and endpoint management.
Knowledge of Active Directory and Group Policy.
Knowledge of TCP/IP and DNS.
Knowledge of server virtualization technologies, including VMware vSphere, Microsoft Hyper-V, and/or Nutanix AHV.
Knowledge of backup technologies.
Knowledge of networking and routing.
Practical experience supporting Microsoft 365 technologies, including Microsoft Teams, OneDrive, and SharePoint.
Practical experience supporting Microsoft Entra ID/Azure Active Directory.
Practical experience with Conditional Access and analytics.
Practical experience supporting Microsoft Intune, Autopilot, and Mobile Device Management.
Practical experience supporting Microsoft Defender and Data Loss Prevention.
Demonstrate a strong commitment to customer service.
Have clear and professional written and verbal communication skills.
Have a friendly and confident telephone manner.
Work effectively in a busy, fast-paced environment.
Demonstrate attention to detail and organizational skills.
Use a proactive and logical approach to problem-solving.
Exercise good judgment and initiative.
Manage competing priorities and work within agreed deadlines.
Be willing to learn, develop, and contribute as part of a team.
Take a collaborative approach and share technical knowledge.

Responsibilities

Provide customer-focused second-line Service Desk support for hardware, software, and infrastructure-related issues.
Diagnose and resolve technical incidents efficiently and professionally.
Prioritize incidents according to urgency and business impact.
Assess incident complexity and follow appropriate escalation procedures when required.
Accurately log calls, incidents, requests, and resolutions on the Service Desk system.
Respond to and resolve tickets within agreed Service Level Agreements.
Keep clients informed of progress throughout the incident lifecycle.
Proactively identify potential or emerging technical issues at client sites.
Share technical knowledge and client-specific expertise with colleagues.
Contribute to the continuous improvement of Service Desk processes and service delivery.
Undertake other reasonable duties within the scope and purpose of the position, as requested by the line manager.

Desired Qualifications

Experience with Citrix desktop delivery products.
Knowledge of IP telephony principles.
Experience with LAN and WLAN networking.
Experience with firewalls, including Fortinet, WatchGuard, and Cisco.

Technical Analyst - 2nd Line Support - Office Based, Cape Town, WC

Growth Resourcing · Cape Town, South Africa · Full-time · Posted 2026-09-03

Salary: unknown currency 180,000–240,000

Workplace: on_site

Department: IT

Description

Our client is seeking a motivated and technically skilled Technical Analyst to join their in-house Service Desk team. Reporting to the Head of Service, you will provide high-quality second-line technical support and expertise to a diverse client base.

This is an excellent opportunity for a customer-focused IT professional who enjoys solving complex technical problems and working collaboratively within a busy service environment.

Key Responsibilities

Your responsibilities will include, but will not be limited to:

Providing customer-focused second-line Service Desk support for hardware, software and infrastructure-related issues
Diagnosing and resolving technical incidents efficiently and professionally
Prioritising incidents according to their urgency and business impact
Assessing the complexity of incidents and following the appropriate escalation procedures when required
Accurately logging all calls, incidents, requests and resolutions on the Service Desk system
Responding to and resolving tickets within agreed Service Level Agreements (SLAs)
Keeping clients informed of progress throughout the incident lifecycle
Proactively identifying potential or emerging technical issues at client sites
Sharing technical knowledge and client-specific expertise with colleagues
Contributing to the continuous improvement of Service Desk processes and service delivery
Undertaking other reasonable duties that fall within the scope and purpose of the position, as requested by your line manager

Requirements

Essential Technical Knowledge and Experience

Candidates must have strong support experience and in-depth knowledge of the following:

Windows Server administration and management
Windows desktop operating systems and endpoint management
Active Directory and Group Policy
TCP/IP and DNS
Server virtualisation technologies, including VMware vSphere, Microsoft Hyper-V and/or Nutanix AHV
Backup technologies
Networking and routing

You should also have practical experience supporting Microsoft 365 technologies, including:

Microsoft Teams, OneDrive and SharePoint
Microsoft Entra ID/Azure Active Directory
Conditional Access and analytics
Microsoft Intune, Autopilot and Mobile Device Management (MDM)
Microsoft Defender and Data Loss Prevention (DLP)

Desirable Knowledge and Experience

Experience with any of the following would be advantageous:

Citrix desktop delivery products
IP telephony principles
LAN and WLAN networking
Firewalls, including Fortinet, WatchGuard and Cisco

Skills and Personal Attributes

The successful candidate will demonstrate:

A strong commitment to providing an excellent level of customer service
Clear and professional written and verbal communication skills
A friendly and confident telephone manner
The ability to work effectively in a busy, fast-paced environment
Excellent attention to detail and organisational skills
A proactive and logical approach to problem-solving
Good judgement and the ability to use initiative
The ability to manage competing priorities and work within agreed deadlines
A willingness to learn, develop and contribute as part of a team
A collaborative approach and willingness to share technical knowledge

Benefits

The successful candidate will receive access to a competitive benefits package, which may include:

Competitive remuneration
Training and development opportunities
Regular company and team social events
Opportunities to participate in charity and sporting events
Be part of a scaling business backed by UK sales leaders
Work in a high-performance, supportive environment
Real career progression opportunities—we grow people, not just teams
Learn fast, move fast, and make an impact from day one

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About the Company

Growth Resourcing

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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