Job Description

Join Our Team as a Tier 2 IT Engineer at KFC Rohloff Group!
Are you passionate about delivering advanced IT support and ensuring operational stability? We're looking for a Tier 2 Engineer to provide expert technical assistance across the Rohloff Group's stores and head office. In this role, you'll manage escalations from Tier 1, maintain core IT systems, and safeguard the uptime and security of critical platforms. Working closely with the Tier 3 Engineer, you'll resolve complex incidents, drive consistent service delivery, and support business continuity. Your expertise will help strengthen system reliability and enhance the overall IT environment.
What You'll Be Cooking Up:
Leadership & Team Management

• Lead the daily operations of the IT Service Desk, managing all open tickets and queue priorities.
• Coach, mentor, and train Tier 1 and Tier 2 staff to ensure skill growth and service consistency.
• The Tier 3 will also be required to assist with technical support tickets in the event it does not get resolved within the service desk journey.
• Conduct daily stand-ups, weekly performance reviews, and monthly feedback sessions.
• Drive accountability, ownership, and adherence to IT standards across the team.

• Manage workload balancing

Technical Support & Escalations

• Resolve escalated issues from Tier 1 within defined SLA timelines.
• Diagnose and troubleshoot system, network, hardware, and application-related problems.
• Ensure continuous uptime for POS systems, payment platforms, e-commerce solutions, and core business applications.
• Conduct root-cause analysis on recurring issues and escalate to higher tiers when necessary.

Systems, Hardware & Infrastructure Maintenance

• Deploy, configure, and provide ongoing support for end-user devices, servers, networking equipment, and security tools.
• Maintain accurate inventory records and ensure adequate stock levels for replacement hardware.
• Manage Windows 10/11 and Server environments, including updates, patching, and performance optimization.
• Administer Intune, Microsoft 365, Azure Active Directory, and Veeam backup solutions.
• Support FortiGate firewalls, Forti-AP wireless networks, LAN/WAN/VPN connectivity, and CCTV systems.

Ticket Management & Documentation

• Oversee the full ticket lifecycle, ensuring timely updates and strict SLA compliance.
• Document troubleshooting steps, resolutions, and system configuration changes for future reference.
• Coordinate escalations with third-party vendors (e.g., GAAP, Metacom, FNB) to ensure swift resolution.

Communication & Collaboration

• Provide clear and timely updates to stores, departments, and internal stakeholders.
• Assist with IT projects, hardware deployments, and new store openings.
• Mentor and guide Tier 1 Engineers, offering technical coaching and support.

Continuous Improvement

• Identify patterns in recurring issues and propose sustainable, long-term solutions.
• Recommend enhancements to tools, processes, and overall system performance.
• Actively participate in upskilling initiatives and pursue relevant certifications.

What You Bring to the Table:

• 4-6 years of IT support experience, preferably within a retail or QSR environment.

• BSc / BA / National Diploma / Higher Certificate in Information Technology or Computer Science.
• Valid South African ID and clear criminal record.
• Hands-on experience with Microsoft 365, Azure AD, Intune, and FortiGate firewalls.

• Proven ability to manage multi-site networks and Windows Server infrastructure.

• Exposure to backup, replication, and disaster recovery solutions (Veeam preferred).

• Strong understanding of endpoint management, network topology, and troubleshooting.

• Microsoft Exams: AZ-900, MS-900, SC-900.

• CompTIA A+ and N+ or equivalent.

• Windows 10/11 & Windows Server 2012 R2 and later.

• Veeam Backup and Replication.

• Office 365 & Azure Administration.

• Active Directory, DHCP, DNS, NPS.

• Intune device management (Apple & Android).

• Microsoft Defender for Endpoint.

• Hyper-V management.

• LAN / WAN / VPN configuration.

• FortiGate firewall and Forti-AP wireless network management.

• Switches & CCTV systems.

• Third-party vendor management.

• Strong analytical and problem-solving ability in fast-paced environments.

• Excellent verbal and written communication skills.

• Ability to explain complex technical issues to non-technical users.

• Effective time management and multitasking capabilities.

• High attention to detail and strong documentation discipline.

• Self-motivated, proactive, and able to work independently or collaboratively.

• Business awareness and understanding of IT's impact on operations.

• Commitment to continuous learning and professional development.

Why You'll Love It Here:

• Competitive salary and bonuses.
• Comprehensive benefits.
• Collaborative, inclusive, and flexible work environment.

Ready to make an impact? Apply now and join us on this exciting journey!
>> Closing Date for Applications: [COB: Friday, 26th December 2025]

Skills Required