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:
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Recognised IT Qualification / Certification (e.g. CompTIA, Microsoft, or similar)
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ITIL Foundation – Essential
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Valid Driver’s License – Essential
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Own Vehicle
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Clear Criminal Record
Experience:
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Minimum 3 years’ proven experience as a Desktop Support Engineer, Technical Support Engineer, or similar IT support role
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Practical experience in Windows OS environments
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Working knowledge of:
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MS Office 365
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Client/Server applications architecture
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Internet technologies
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Antivirus and firewall management
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Mobile device support
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Remote support tools and call logging systems
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Printing and automation systems
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Physical IT infrastructure
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Core Competencies
Cognitive
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Strong analytical and troubleshooting skills
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Attention to detail and structured problem-solving approach
Intrapersonal
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Positive attitude and customer service focus
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Integrity and reliability
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Works well under pressure and maintains professionalism
Interpersonal
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Team-oriented, empathetic, and patient with users
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Attentive and able to understand customer needs
Communication
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Excellent written and verbal communication
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Clear, concise, and professional correspondence to avoid misunderstandings
Key Responsibilities / KPIs
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Respond promptly to Helpdesk tickets on hardware, software, and network issues
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Ensure SLA compliance based on issue category and priority
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Diagnose and troubleshoot issues effectively; escalate when necessary
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Guide users on systems, applications, and peripherals
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Support installation and configuration of hardware and software
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Perform systems administration and maintenance as assigned
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Collaborate with other IT functional leads and escalate unresolved cases to higher tiers
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Participate in IT-related projects and documentation
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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