Job Openings 3rd/2nd Line Support

About the job 3rd/2nd Line Support

    • 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, they're shaping the future of IT support for small and medium-sized businesses. They're 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. You'll act as a key problem solver, handling complex queries, mentoring junior staff, and ensuring contractual obligations are met while upholding the company's 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