IT Specialist Engineer (2nd line)

Introduction

Cape Town, South Africa | Office-based | Flotek Group

Flotek is growing in South Africa, and we're looking for a IT Specialist Engineer (2nd Line) to join our team in Cape Town.

This is an office-based position, working as part of our expanding South African operation while collaborating with colleagues across South Africa and the UK.

 

You will take ownership of escalated and more technically complex support requests across customer IT environments, providing remote troubleshooting and resolution across areas such as Microsoft 365, Windows desktop and server environments, networking, Active Directory, Entra ID, endpoint management, cloud services, and associated business applications.

Duties & Responsibilities

• Incident & Request Management (2nd Line): Resolve escalated incidents and service requests from 1st Line, applying structured troubleshooting to restore service quickly and effectively. 

• Service Level Management: Manage and resolve complex tickets within agreed SLAs, ensuring accurate prioritisation, clear updates, and high-quality resolution notes throughout the lifecycle. 

• Ownership & Technical Escalation: Take end-to-end ownership of complex and high-impact incidents, engaging 3rd Line or vendors where required, and ensuring smooth escalation with full diagnostics. 

• Advanced Technical Troubleshooting: Diagnose and resolve issues across Windows Server, Microsoft 365, Active Directory, networking, and endpoint environments, both remotely and on-site where necessary. 

• Event, Monitoring & Proactive Support: Investigate and remediate alerts from RMM and monitoring platforms, proactively addressing risks, performance issues, and potential security concerns. 

• Problem Management Contribution: Identify recurring issues and underlying causes, contributing to root cause analysis and long-term fixes to reduce repeat incidents. 

• Knowledge Management & Documentation: Maintain and enhance technical documentation, known error records, and Knowledge Base articles to improve resolution speed and consistency. 

• Collaboration & Service Improvement: Work closely with Service Desk, Comms, and Specialist teams to improve processes, reduce escalations, and enhance overall service delivery. 

• 1st Line Enablement & Coaching: Provide guidance, support, and knowledge-sharing to 1st Line engineers, helping improve first-time fix rates and overall team capability. 

• Customer & Stakeholder Communication: Communicate clearly with customers and internal stakeholders, managing expectations and providing confidence during complex or ongoing incidents. 

• Out-of-Hours & On-Call Support: Support ICT services during scheduled weekend or out-of-hours cover, following escalation paths for major incidents. 

• Customer Experience Excellence: Deliver a high-quality, professional service aligned to ITIL principles, ensuring strong customer satisfaction (CSAT/NPS). 

Desired Experience & Qualification

• 2+ years in an IT Helpdesk, ideally within an MSP at a 2nd/3rd line level. 

• Microsoft experience is essential, in terms of managing and maintaining 365 accounts. 

• Experience delivering great customer service; excellent verbal and written communication skills 

• Love working as part of a team 

• Comfortable using CRMs and documentation solutions 

• Hold a Full SA driving license 

Package & Remuneration

Annual base salary of R348,000 to R384,000 (based on experience)

About Flotek Group

Managed IT Support, Cyber Security and VoIP | Flotek