Global IT 2nd Line Engineer

About the role

Join Sigma's Global IT team as a 2nd Line Engineer, delivering high‑quality technical support and administration across UK and South African operations. You will resolve complex incidents, support colleagues, and contribute to continuous service improvement.

Key responsibilities

• Resolve escalated incidents and service requests within agreed SLAs.
• Support users in both the UK and South Africa and manage tickets via Freshdesk.
• Follow ITIL principles, identify recurring issues and recommend long‑term solutions.
• Create and maintain knowledge‑base articles, FAQs and user guides.
• Participate in technology rollouts, client integrations and act as a technical escalation point.
• Ensure compliance with Sigma security, governance and operational standards.

Required profile

• Minimum 3 years experience in an IT Service Desk or support environment.
• Strong background supporting Microsoft Windows, Microsoft 365, Azure and Active Directory.
• Working knowledge of ITIL best practices.
• Excellent troubleshooting, communication and stakeholder‑management skills.
• Ability to work rotational shifts, including nights, to meet business needs.

Required skills

• Microsoft Windows
• Microsoft 365
• Azure
• Active Directory
• ITIL principles
• Freshdesk ticketing platform

What we offer

• Career development and internal promotion opportunities after probation.
• Monthly, quarterly and annual awards with prizes.
• Medical, dental, funeral and group life insurance.
• On‑site nurse, eye‑care services and a beauty parlor.
• Shuttle transportation, food trucks and a tree‑planting initiative.
• Inclusive, diverse workplace with internal social media collaboration.