Global IT 2nd Line Engineer

What being part of the Sigma Family means for you

Lead. Support. Resolve.

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.

📍Location: Cape Town

Sigma Family

• 💚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
• What being a part of the Sigma Family means for you!
• 📈 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.
• 🍕Fuel Up & Connect- Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!
• 💅💪Pamper Yourself-Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!
• 💖Your Health Matters-We have a nurse on-site to assist with any female health-related queries, support when you need it most.
• 🤓 Your Vision, Our Mission, All Done Where You Work- We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!
• 🚗 Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
• 💻 Join communities and collaborate with your colleagues on our internal Social Media platform.
• 💙 The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.
• A bit more about the Opportunity...

What Your Day-to-Day Will Look Like

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

You'll

• 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.
• What amazing People will bring to the role

What Amazing people will bring to the role

💡 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.

You'll ideally bring

• 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.
• Why This Role?
• 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.
• Join the Sigma Family.
• 📩 Apply today and help us #ImproveEverythingAlways.