1st/2nd Line IT Support Engineer
1st/2nd Line IT Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
1st/2nd Line IT Support Engineer (Remote Cape Town Based)
IT Support R18000/month Fulltime Permanent
About Our Client
Our client is a UKbased Managed Service Provider with over 14 years of consistent growth now expanding internationally. They are passionate about delivering outstanding IT services to SMEs across professional services fintech and hospitality sectors. With a strong emphasis on relationshipbuilding they provide tailored support to clients ranging from small startups to established teams of up to 50 employees. Their culture thrives on collaboration innovation and genuine care for client success.
The Role: 1st/2nd Line IT Support Engineer
This remote role is perfect for an experienced and resourceful IT Support Engineer looking to join a dynamic team that operates during standard UK business hours. The main purpose of the role is to deliver timely effective and friendly support to clients across various IT systems and platforms ensuring minimal downtime and maximum customer satisfaction.
Key Responsibilities
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Promptly log incidents and service requests through the helpdesk system via phone or email.
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Manage and resolve incoming support tickets efficiently and within SLAs.
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Troubleshoot and resolve a variety of IT issues ensuring high firstcontact resolution.
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Accurately maintain case documentation and time logs in the system.
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Proactively manage ticket queues to prioritize urgent requests and meet service standards.
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Remotely configure new devices and manage onboarding/offboarding processes.
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Communicate regularly with UKbased colleagues using Microsoft Teams.
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Participate in occasional video support sessions with clients using Teams or Zoom.
About You
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Minimum of 2 years experience in an IT helpdesk or technical support environment.
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Fluent English communication skills both spoken and written.
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Proven ability to provide professional customer support via phone and email.
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Strong technical knowledge of:
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Windows Desktop OS troubleshooting.
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Microsoft 365 Admin Centre (user management Exchange licensing).
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Hardware troubleshooting (laptops desktops peripherals).
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Quiet homebased work setup with stable internet and backup power solution.
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Passionate about problemsolving and helping people.
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Organized selfmotivated and able to work independently.
Desirable Skills:
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Experience with Remote Monitoring and Patch Management tools.
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Familiarity with Microsoft Entra Mac OS and Google Workspace.
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Understanding of cloud services such as online backups email filtering and antivirus platforms.
Employment Type
Full Time
