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

About the role

Growth Resourcing is recruiting, on behalf of its client, a motivated and technically skilled Technical Analyst for an in-house Service Desk team in Cape Town. Reporting to the Head of Service, you will provide second-line technical support to a diverse client base. The role suits a customer-focused IT professional who enjoys solving complex technical problems in a busy service environment.

Key responsibilities

• Provide second-line Service Desk support for hardware, software and infrastructure issues
• Diagnose and resolve technical incidents efficiently and professionally
• Prioritise incidents by urgency and business impact, and follow escalation procedures where needed
• Log calls, incidents, requests and resolutions accurately on the Service Desk system
• Resolve tickets within agreed SLAs and keep clients informed of progress
• Proactively identify emerging technical issues at client sites and share expertise with colleagues
• Contribute to improving Service Desk processes and undertake other reasonable duties asked by the line manager

Required profile

• Strong support experience
• Customer-first attitude, clear written and verbal communication and a friendly telephone manner
• Ability to work in a busy, fast-paced environment with good attention to detail
• Proactive, logical problem-solving, good judgement and ability to manage competing priorities
• Willingness to learn, develop and share knowledge within a team

Required skills

• Windows Server administration and management
• Windows desktop OS and endpoint management
• Active Directory and Group Policy
• TCP/IP and DNS
• Virtualisation (VMware vSphere, Microsoft Hyper-V and/or Nutanix AHV)
• Backup technologies and networking/routing
• Microsoft 365: Teams, OneDrive, SharePoint, Microsoft Entra ID, Conditional Access, Intune, Autopilot, MDM, Defender and DLP
• Desirable: Citrix, IP telephony, LAN/WLAN, firewalls (Fortinet, WatchGuard, Cisco)

What we offer

• Competitive remuneration
• Training and development opportunities
• Regular company and team social events, plus charity and sporting events
• A scaling business backed by UK sales leaders, in a high-performance, supportive environment
• Career progression opportunities