IT 2nd Line Support Technician

Job description

Key purpose of your role

Responsible for providing second-line technical support by resolving escalated IT incidents, managing complex technical issues, and coordinating with third-party service providers to ensure stable, secure, and efficient IT operations. The role works closely with 1st Line Support to ensure seamless service delivery and continuity of support.
The role works collaboratively with other IT support team members to ensure continuity of service and provides support across levels where skills and operational requirements allow

Key performance areas

Resolve escalated IT incidents and service requests:

• Resolve complex and escalated technical issues.
• Perform root cause analysis where required.
• Provide guidance and feedback to 1st Line support.

Manage IT and technical asset lifecycle (support level):

• Maintain accurate asset registers.
• Support asset lifecycle management and audits.
• Identify and escalate asset-related risks.

Support IT procurement and manage third-party providers:

• Obtain and evaluate quotes with guidance.
• Coordinate with vendors and manage escalations.
• Ensure compliance with procurement processes.

Provide technical support for IT projects:

• Execute assigned technical project tasks.
• Support implementations and rollouts.
• Meet agreed timelines and deliverables.

Maintain system stability and reliability:

• Perform proactive monitoring and maintenance.
• Support upgrades and infrastructure changes.
• Identify risks and recommend improvements.

Minimum required qualification:

• A+
• N+
• Diploma or degree with a specialization in IT or similar related field
• ITIL Foundation V3 / V4

Minimum years of experience:

• 3–5 years’ experience in a first-line support role or an equivalent second-line IT support environment.
• Proven experience supporting Windows and Windows Server environments.
• Experience supporting macOS environments.
• Working knowledge of enterprise networking (TCP/IP, DNS, DHCP, VPNs).

Additional role requirements:
Technical competencies:

• Strong troubleshooting ability across operating systems and infrastructure.
• Advanced technical capability in one or more key IT domains (e.g. servers, networking, security, collaboration tools).
• Understanding of modern IT environments, suppliers, and platforms.

Behavioural and professional competencies:

• Excellent communication and customer engagement skills.
• Strong judgement and decision-making under pressure.
• Ability to mentor and support 1st Line technicians when required.
• High attention to detail and process adherence.
• Professional, punctual, and reliable.
• Strong team player with collaborative mindset.

Operational requirements:

• Willingness to work overtime.

Suitable candidates will be selected in accordance with Primedia Broadcasting’s Employment Equity Policy. Correspondence will only be conducted with shortlisted candidates. Should you not hear from us within two weeks of the closing date, please consider your application unsuccessful.
Send your detailed CV to az.oc.aidemirp@sreeracgnitsacdaorb>b<>b/< with the Subject Line “IT 2nd Line Support Tech (CPT)”. The closing date for applications is 5 June 2026.


Posted on 28 May 16:35, Closing date 5 Jun