Location: Cape Town CBD - Monday – Friday, UK Hours (Full-Time)

About Rydal Group

Rydal Group is an established business of 18 years, with 120 staff across the UK and Cape Town.

We support 3,000+ B2B businesses across the UK — from major UK airports and professional football clubs through to SMBs nationwide — delivering Business VoIP, Connectivity, IT Helpdesk Support, Cyber Security, Microsoft Licensing and AI Agents, and much more.

Role Description

This is a full-time, on-site Technical Support Engineer – Tier 2 position based in our Cape Town office.

The role includes diagnosing and resolving technical issues, providing escalated support for complex problems, and delivering high-quality customer service.

You will collaborate with Tier 1 support to investigate and troubleshoot technical cases, efficiently manage ticket queues, and ensure timely communication and resolution for clients.

The role also involves contributing to knowledge base resources and working closely with other technical teams to improve processes.

Qualifications
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to customers and validate outcomes.

• Strong knowledge of communications systems & technologies including VoIP & SIP.

• Good understanding of networking concepts (e.g., IP, DNS, DHCP, VLANs, VPNs) and their impact on communication systems
• Experience of routers, switches & firewalls.

• Demonstrable experience in a Tier 2 Technical Support role or similar position preferred.