Remote Support Engineer – 2Nd Line

Overview

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.

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 / Qualifications

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