2nd Line Support Engineer - Remote

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

Key Skills

Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

Employment Type : Full Time

Experience : years

Vacancy : 1