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.