Service Desk Engineer L2 Interpath – Cape Town, South Africa Interpath is an international and fast‑growing advisory business with deep expertise across a broad range of specialisms, including deals, advisory and restructuring. We deliver tangible results for global businesses and stakeholders when complex problems arise and critical decisions need to be made. Our agile, independent, and conflict‑free approach, coupled with a passion for doing what’s right, sets us apart. As part of Interpath’s transition to an internally led IT support model, the Level 2 Service Desk Engineer will play a key role in resolving more complex technical issues, supporting Level 1 analysts, and contributing to the overall maturity of the Service Desk function. This role requires deeper technical capability, strong troubleshooting skills, and the ability to take ownership of escalated issues through to resolution. The successful candidate will also contribute to improving first‑call resolution rates by mentoring junior team members and enhancing knowledge sharing. Responsibilities Take ownership of escalated incidents and service requests, delivering in‑depth troubleshooting across infrastructure, identity, endpoint and application layers Act as a key escalation point for Level 1 analysts, providing guidance, support and knowledge sharing to uplift team capability Support Major Incidents (Sev‑1), partnering with the IT Operations Manager to provide technical diagnostics, structured triage and clear communication Lead root cause analysis on recurring issues, implementing long‑term fixes to reduce repeat incidents Manage complex user access, permissions and system configurations across Active Directory / Entra ID and integrated systems Provide support across key business applications (e.g. Microsoft 365, Salesforce, Upslide, Nitro PDF), including integrations and user‑specific issues Champion security best practices, promoting Zero Trust principles, MFA enforcement and user awareness across the organisation Drive documentation and continuous improvement, maintaining SOPs, standardising processes and identifying opportunities to enhance service delivery Education and Experience Required Proven experience in a Level 2 (or equivalent) IT support role, managing escalated and complex technical issues Strong technical knowledge across Microsoft 365, Active Directory / Entra ID (including group policy and access control), and Windows endpoint management Solid understanding of core networking principles, including DNS, DHCP and connectivity troubleshooting Demonstrated ability to diagnose and resolve complex issues across multiple technology layers Experience mentoring or supporting junior team members, contributing to overall team development Familiarity with ITIL‑aligned service management processes, including incident, problem and change management Understanding of data privacy principles (e.g. POPIA) and the ability to handle sensitive information appropriately Strong attention to detail when managing user data, access requests and security controls Desirable Exposure to enterprise applications (e.g. Salesforce, Upslide, Nitro PDF) alongside an interest in expanding application support capability Working knowledge of scripting or automation tools (e.g. PowerShell) with a focus on improving efficiency and scalability Growing expertise in cloud and identity management (Azure / Entra ID), including security controls, alongside an interest in formal ITIL certification or service management training #J-18808-Ljbffr