Level 2 Desktop Support Analyst

About the company
SLR is in the process of growing our footprint around the globe, and as such we are continuously looking for talented people to join our team and who would add value to Our Business.
We are recognised as one of the global leaders in environmental and advisory solutions, helping our clients to achieve their sustainability goals. SLR has over 100 offices in 13 different countries across the world and we actively encourage collaboration and learning between the many disciplines and services we offer globally.
At SLR you can expect a flexible and supportive 'One Team’ culture that sits at the heart of our business and ensures that we offer a rewarding place to work. You will have the opportunity to work alongside industry leaders and specialists on interesting projects and being part of a team that makes a difference.

Job Purpose

The Level 2 Desktop Support Analyst provides advanced technical support for end-user computing, acting as the escalation point from Level 1, ensuring stability, security, and performance of desktop environments while contributing to service improvement.

Minimum Requirements

• 5+ years’ experience in desktop support (Level 2 or equivalent)

• Strong experience with Microsoft 365 and endpoint support

• Experience with Intune, Jamf, Active Directory / Entra ID

• Familiarity with ITSM tools (e.g. ServiceNow, Halo)

• Solid understanding of networking fundamentals

• Strong communication and problem-solving skills

Core Competencies

• Technical Excellence

• Problem Solving

• Communication

• Collaboration

• Continuous Improvement

Performance Measures

• SLA adherence and incident resolution times

• First-time fix rate

• User satisfaction scores

• Contribution to documentation and process improvement

Responsibilities

• Provide Level 2 technical support across hardware, software, and enterprise applications

• Diagnose and resolve complex incidents escalated from Level 1

• Perform root cause analysis and implement permanent fixes

• Support Microsoft 365, Windows/macOS, and endpoint technologies

• Manage endpoint devices via Intune/Jamf and support MDM environments

• Deliver high-quality customer service and communication

• Maintain accurate ticket documentation and meet SLA targets

• Support device builds, deployments, and lifecycle management

• Assist with network troubleshooting (LAN/Wi-Fi/VPN)

• Act as escalation point and mentor Level 1 technicians

• Create and maintain knowledge base articles and SOPs

• Contribute to IT projects, rollouts, and continuous improvement initiatives

Skills/ Attributes

• Good communication skills - written and verbal.

• Excellent time management skills and ability to multi-task and priorities work.

• Attention to detail and problem-solving skills.

• Ability to take initiative and work independently

• Detail-orientated

• Must be able to work in a fast-paced environment

• Must be able to work with diverse personalities

SLR’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. We actively encourage and welcome people with various disabilities to apply. SLR is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.