IT Support Engineer (L2)

About

A vacancy for a Level 2 Support Engineer (L2) for a Wireless internet Provider in Robertson, Cape Province.

Requirements

• Proof of Grade 12 Certificate, etc.
• Minimum 3 years experience.
• Acts between Level 1 support and Level 3 network engineers.
• Customer-facing and technically hands-on.
• Handles escalated issues, resolves advanced connectivity and performance problems, and manages client projects (installations, upgrades, migrations).
• Experience in ISP, wireless, networking, or telecom support.
• Strong troubleshooting and analytical skills.
• Excellent communication skills with clients.
• Capable of managing multiple issues and projects simultaneously.
• Well-organized, accountable, and process oriented.
• Comfortable liaising between technical teams and customers.
• Quality candidate for this critical role within the firm support structure.

Key Responsibilities

• Resolve escalated technical issues from Level 1 support.
• Work directly with clients on connectivity, performance, and service concerns.
• Troubleshoot network equipment (routers, radios, IP, VPN, etc.).
• Escalate complex issues to Level 3 with proper diagnostics and documentation.
• Lead client-facing technical projects, coordinating timelines and communication.
• Document all work accurately in ticketing and knowledge systems.
• Support process improvements and knowledge sharing.