Global IT 2nd Line Engineer

This is an exciting opportunity for a Global IT 2nd Line Engineer to join Sigma's Global IT team, delivering high-quality technical support and administration services across our UK and South African operations. You will play a critical role in resolving complex IT issues, supporting colleagues, maintaining service excellence, and driving continuous improvement across the business.

This is an opportunity to join an award-winning business where your expertise will directly impact on customer outcomes, commercial growth, and strategic direction across the organisation.

💚At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.

Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries

📈 Career development and opportunities to apply for internal promotions following your probationary period.

🏆 Monthly, Quarterly and Annual awards with marvelous prizes.

💆‍♀️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

🌳 Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

📁 Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover.

💻 As a Global IT 2nd Line Engineer, you'll provide technical support and administration services while ensuring an exceptional experience for Sigma colleagues.

• Resolve escalated incidents and service requests efficiently and within agreed SLAs.
• Support users across both UK and South African operations.
• Manage and maintain assigned tickets through the Freshdesk platform.
• Follow ITIL principles and contribute to service improvement initiatives.
• Escalate incidents with specialist support teams where required.
• Identify recurring issues and trends and recommend long-term solutions.
• Create and maintain knowledgebase articles, FAQs and user guides.
• Support projects, technology rollouts and client integrations.
• Act as a technical escalation point and subject matter expert for assigned technologies.
• Ensure compliance with Sigma security, governance and operational standards.

💡 A successful Global IT 2nd Line Engineer is passionate about technology, service delivery and helping others succeed. They are analytical, customer-focused and thrive in fast-paced environments.

• Minimum 3 years' experience within an IT Service Desk or IT Support environment.
• Strong experience supporting Microsoft Windows environments.
• Experience with Microsoft 365, Azure and Active Directory.
• Excellent troubleshooting and problem-solving skills.
• Working knowledge of ITIL principles and best practices.
• Strong communication and stakeholder management skills.
• Experience working in global or multi-site support environments.
• The ability to manage multiple priorities and meet deadlines.
• A proactive approach to continuous improvement and knowledge sharing.
• Flexibility to work rotational shifts according to business requirements including nights.

This isn't just another IT support position.

It's an opportunity, shape strategy, influence business decisions, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive performance and build something exceptional, we'd love to hear from you.

📩 Apply today and help us #ImproveEverythingAlways.