L2 Desktop Support Engineer
- Job Title:
- L2 Desktop Support Engineer
- Company: Motus Corporation (Parts Incorporated Africa)
- Location: Bloemfontein, Free State
- Employment Type: Permanent
Job Purpose
To provide Level 2 desktop and technical support for all IT incidents and service requests logged via the service desk.
The role involves diagnosing, troubleshooting, and resolving hardware, software, and networking issues in line with company policies, standards, and operating procedures.
Minimum Requirements
Qualifications & Certifications:
Recognised IT Qualification / Certification (e.g. CompTIA, Microsoft, or similar)
ITIL Foundation – Essential
Valid Driver’s License – Essential
Own Vehicle
Clear Criminal Record
Experience:
Minimum 3 years’ proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar IT support role
Practical experience in Windows OS environments
Working knowledge of:
MS Office 365
Client/Server applications architecture
Internet technologies
Antivirus and firewall management
Mobile device support
Remote support tools and call logging systems
Printing and automation systems
Physical IT infrastructure
Core Competencies
Cognitive
Strong analytical and troubleshooting skills
Attention to detail and structured problem-solving approach
Intrapersonal
Positive attitude and customer service focus
Integrity and reliability
Works well under pressure and maintains professionalism
Interpersonal
Team-oriented, empathetic, and patient with users
Attentive and able to understand customer needs
Communication
Excellent written and verbal communication
Clear, concise, and professional correspondence to avoid misunderstandings
Key Responsibilities / KPIs
Respond promptly to Helpdesk tickets on hardware, software, and network issues
Ensure SLA compliance based on issue category and priority
Diagnose and troubleshoot issues effectively; escalate when necessary
Guide users on systems, applications, and peripherals
Support installation and configuration of hardware and software
Perform systems administration and maintenance as assigned
Collaborate with other IT functional leads and escalate unresolved cases to higher tiers
Participate in IT-related projects and documentation
Contribute to creating and updating technical manuals and process documentation
Ideal Candidate Profile
- Technically strong and analytical
- Professional communicator and customer-oriented
- Proactive and solutions-driven
- Reliable under pressure and committed to service excellence