Remote Support Engineer – 2nd Line

Remote Support Engineer 2nd Line

Make Your Mark with a Fast-Growing, People-First Tech Business

Remote (Cape Town) | R40kR60k Negotiable

About Our Client

Our client is a dynamic, fast-growing technology services company with over two decades of experience delivering cutting-edge IT solutions. With consistent year-on-year growth, a strong reputation for excellence, and a culture that puts people first, theyre shaping the future of IT support for small and medium-sized businesses. Theyre committed to innovation, collaboration, and empowering their teams to thrive in a challenging yet rewarding environment.

The Role : Remote Support Engineer 2nd Line

This role exists to provide high-quality 2nd line remote support to a diverse international client base, ensuring incidents and service requests are resolved efficiently and customer satisfaction remains consistently high. Youll act as a key problem solver, handling complex queries, mentoring junior staff, and ensuring contractual obligations are met while upholding the companys values of precision, collaboration, and exceptional customer care.

Key Responsibilities

Minimum 3 years proven 2nd line support experience in a busy IT environment

Deliver 2nd line remote support services for contracted and non-contracted clients

Troubleshoot and resolve desktop, server, network, and Office 365 issues

Manage incidents and service requests through the ITSM system, ensuring SLA compliance

Escalate unresolved issues appropriately and follow through to resolution

Provide mentoring and escalation support for junior engineers

Recommend improvements, procedures, and adoption of new technologies

Create technical guides and documentation as part of continuous improvement

About You

3+ years experience in 2nd line IT support, ideally within an MSP environment

Strong technical knowledge of on-premise infrastructure, servers, networking, and cloud (Office 365, Azure)

Confident troubleshooting complex PC, server, and network issues

Relevant IT qualifications (Degree, Diploma, Microsoft or equivalent certifications)

Strong communication and customer service skills with a professional, client-focused approach

Highly organised, able to prioritise under pressure, and committed to meeting performance metrics

Analytical, detail-oriented, and proactive in identifying and solving problems

Advantageous : SonicWall, ITIL Foundation, or additional Microsoft / Azure certifications