Job description

1st/2nd Line IT Support Engineer Remote

Location: Fully Remote (Standard UK Business Hours)
Salary: R16,000 - R18,000 per month, dependent on experience
Job Type: Full-time, Permanent

About Us
A UK-based Managed Service Provider, is expanding internationally after 14 years of consistent growth. We are passionate about technology and delivering exceptional service to our clients. Specializing in SMEs across industries like professional services, fintech, and hospitality, we pride ourselves on building close, long-lasting relationships with clients ranging from 5 to 50 employees.

Were looking for an enthusiastic IT Support Engineer with a strong passion for problem-solving and helping people. If you have what it takes to deliver world-class support, wed love to hear from you!

Key Responsibilities

Promptly log incidents and requests via our helpdesk ticketing system (phone/email).
Answer and manage incoming support requests, ensuring efficient resolution.
Troubleshoot and diagnose IT issues to minimize client downtime.
Maintain accurate case details and time logs in the system.
Proactively manage ticket queues to meet/exceed SLAs.
Remotely configure devices for onboarding/offboarding processes.
Collaborate regularly with UK-based colleagues via Microsoft Teams.
Occasionally conduct client calls via Teams/Zoom.

What We Are Looking For

Essential Requirements:

Minimum of 2 years experience in an IT helpdesk environment.
Fluent in English with excellent communication skills.
Strong customer support experience (phone/email).
Proficiency in Microsoft products and technologies, including:
- Windows Desktop OS troubleshooting.
- Microsoft 365 Admin Centre, User Management, Exchange, and Licensing.
Troubleshooting hardware issues (laptops, desktops, peripherals).

Desirable Skills:

Experience with Remote Monitoring/Patch Management tools.
Familiarity with Microsoft Entra, Mac OS, and Google Workspace.
Knowledge of cloud services like online backup, email filtering, and antivirus solutions.

What You Need to Succeed

Work Environment:
- A quiet, home-based setup with a suitable desk and chair.
- Fast, stable internet connection and a backup solution for power outages (e.g., loadshedding mitigation).
Why Join?
- Competitive salary package.
- 20 days of annual leave plus UK bank holidays, with increases based on service.
- Company-issued laptop, monitor, and peripherals.