Onsite Desktop Engineer L2 - Sandton

In brief

Overview This role is for an Onsite Desktop Engineer L2 at First Technology in Sandton. The position requires a senior-level technical professional to provide comprehensive onsite and remote end-user and endpoint support, act as a technical escalation point, and mentor junior engineers. The engineer will be responsible for a wide range of IT support functions, including troubleshooting, system maintenance, patch management, vendor coordination, and documentation, ensuring efficient resolution of incidents and requests within SLAs. What you will do * Serve as a technical escalation point for incidents that lower-tiered engineers are unable to resolve. * Mentor lower-tiered engineers. * Write Work Instructions and Standard Operating Procedures for common tasks. * Work within a Service Desk ticketing application, ensuring assigned tickets are communicated on and resolved within SLA. * Assist Operations Managers with technical queries when needed. * Be willing to work unscheduled overtime if required. * Act as the onsite point of contact for IT enquiries, troubleshooting, and operational coordination; facilitate support at other sites and provide Level 1 infrastructure troubleshooting with remote specialists. * Provide business-hours assistance with all end-user and endpoint support, both onsite and remotely through N-able Remote Monitoring and Management (RMM), with remote-team escalation and overflow support. * Record and own incidents and service requests in Halo PSA; maintain diagnostic notes, user updates, and resolution evidence, coordinate specialist escalations, and hand over open work for remote backfill or leave cover. * Provide break-fix and administrative support for Windows operating systems and Microsoft 365 desktop applications, including approved application installation and configuration. * Provide VIP assistance for personal and mobile devices, meeting rooms, and related equipment; perform Level 1 troubleshooting and coordinate remote-team and vendor support using agreed VIP escalation and communication procedures. * Troubleshoot printers at endpoint level (drivers, print queues, and spoolers) and device level (paper jams, toner, and basic repairs); log and follow up vendor support calls. * Manage day-to-day vendor coordination for IT incidents, requests, and deliveries: log and escalate cases with OEMs and third-party providers, coordinate attendance and repairs, follow up to resolution, and keep users and support teams informed under customer-maintained support and warranty agreements. * Maintain an inventory of discoverable endpoints, validate device details, and update existing asset registers while onsite, including additions, moves, and removals. * Monitor endpoint hardware and operating-system health, investigate alerts, and coordinate corrective action with the remote team. * Perform endpoint maintenance, including Microsoft and third-party patch management, feature updates, and build updates, facilitated by N-able RMM. This may include on-demand and scheduled remediation. * Perform endpoint patch management using the remote team’s tooling or the customer’s subscribed tooling where enabled. Deploy approved Windows and supported third-party patches, verify installation, retry failures, and track exceptions. * Support designated cybersecurity officers with end-user and endpoint compliance requirements, vulnerability-remediation checks, and approved remediation within capacity. Engage the remote team to assist with remediation or scope projects where required. * Maintain endpoint patch and remediation evidence, support compliance tracking, and route endpoint security alerts to the remote security team through agreed escalation procedures. * Deliver approved minor end-user and endpoint projects, including small user moves, operating-system upgrades, and endpoint encryption, with remote-team assistance and agreed change approvals. * Develop and maintain all documentation for end users, endpoints, and endpoint client business application installations, including standard operating procedures, installation guides, and troubleshooting guides. Requirements (from the original advert) * Grade 12 – Required * A+ and N+ - Required * Senior level of experience and understanding in: * Microsoft Windows for Endpoints * Microsoft Office * Microsoft Office 365 Suite * Desktop and Laptop hardware fundamentals * Mid-level of experience and understanding in: * Mimecast * Anti-Virus / EDR Agents * Microsoft Active Directory On-Premise * Entry-level experience and understanding in: * Microsoft Group Policy * Microsoft Azure Active Directory * Network – Firewall, Switches, Access Points, Routers and Controllers * Network – WAN and LAN fundamentals * Third-Party Applications Not Limited To – Exclaimer, Code 2, Sage, M-Files * Ability to perform the following functions: * Be a technical escalation point to resolve incidents which lower tiered Engineers are unable to * Be a mentor to lower tiered Engineers * Ability to write Work Instructions and Standard Operating Procedures for common tasks * Work within a Service Desk ticketing application and ensure that tickets assigned to you are communicated on and resolved with SLA * Assist Operations Managers with technical queries when needed * Be willing to work unscheduled overtime if required * 5+ years of experience in a similar technical role Who should apply The ideal candidate is an experienced IT professional with at least 5 years in a similar technical role, possessing strong communication skills (both verbal and written). They should be able to work independently, manage tasks in a multi-tenanted environment, and collaborate effectively with other business units and vendors to provide exceptional customer service. A strong interest in staying updated with IT industry technology and a willingness to pursue new certifications in line with business strategy and personal development are highly valued. Candidates with a Microsoft 365 Certified: Endpoint Administrator Associate certification or a Bachelor’s Degree in Computer Science or Information Technology Diploma are preferred. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/onsite-desktop-engineer-l2-sandton-first-technology Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 5 years of experience.

• Azure
• Microsoft Office
• Sage / Pastel

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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