Service Desk Engineer L2

Service Desk Engineer L2
Interpath
Cape Town, South Africa

Interpath is an international and fast-growing advisory business with deep expertise in a broad range of specialisms spanning deals, advisory and restructuring capabilities.

We deliver tangible results for global businesses, their investors, and stakeholders when complex problems arise, and critical decisions need to be made. Interpath is agile, independent, and conflict-free, and our passion for doing what’s right, every time, sets us apart.

Our diverse teams provide specialist technical knowledge combined with deep sector experience across our service line specialisms. Since our foundation in 2021, Interpath has grown rapidly, and we now have a presence across the UK, Ireland, France, Germany, Austria, Switzerland, Spain, BVI, Cayman Islands, Bermuda, Barbados, Hong Kong, Singapore, India and South Africa. By 2030 we aim to be one of the world’s leading advisory firms with a truly global footprint.

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

Requirements

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

Benefits

At Interpath, our people lie at the heart of our business. That's why we provide employees with a competitive and comprehensive reward package including compelling salaries and a range of core and optional benefits. Read more about our benefits; Company Benefits - Interpath

Values
Our four core values are the cornerstones of culture at Interpath and steer everything from everyday decisions to larger strategic initiatives. Our Interpath Values are;
Do the right thing - Our comfort zone is uncomfortable. We always make the right decision, not simply what is easy or popular.
All hands on deck - stand shoulder-to-shoulder with colleagues and clients, be that physically or from afar. Our individual expertise may find the answers, but implementation happens though teamwork.
Passion drives success  - The impossible is always possible. We push the boundaries of what is expected because we're never satisfied with the status quo. Our clients expect the right result when they engage with us, and it's only by delivering this that we win.
Embrace different - cultures to mindsets, we welcome all. We believe that people are equal, but not the same.