1st Line Technical Support Engineer

This is a remote position.

About the Role

We are hiring a Level 1 Technical Support Engineer to join a fast-paced, client-focused IT services company. This is a fully remote role open exclusively to candidates based in South Africa. The successful candidate will be the first point of contact for clients, delivering technical support with a focus on quality service, responsiveness, and professionalism.

This is an excellent opportunity for someone who is passionate about technology, enjoys solving problems, and is looking for career growth within a collaborative and experienced support team.

Key Responsibilities

• Provide first-line technical support via phone, email, and remote tools
  

• Troubleshoot issues related to Office 365, Windows 11, macOS, networking, and backups
  

• Triage, manage, and resolve 10–15 tickets and 35–42 calls per day
  

• Conduct proactive checks including system alerts and backup verifications
  

• Log all support activity with accurate and clear documentation
  

• Follow internal processes and escalate issues where appropriate
  

• Support system builds, configurations, and scheduled tasks
  

• Uphold a high standard of customer service across all interactions
  

Requirements

Requirements

• Minimum of 2 years in a technical support or helpdesk role
  

• Strong communication and interpersonal skills
  

• Confident working with Windows 11, Microsoft Office 365, and basic networking concepts
  

• Familiarity with Apple macOS and iOS environments is a plus
  

• Experience working with IT service providers or managed service providers (MSPs) is advantageous
  

• Highly organised, detail-oriented, and adaptable to changing priorities
  

• Able to work independently and effectively as part of a distributed team
  

• Reliable internet connection and appropriate home office setup
  

Benefits

Training and Onboarding

• Structured onboarding process over 3–4 weeks
  

• Training includes systems, internal processes, and customer service standards
  

• Ongoing access to technical development and certification opportunities
  

Career Development

The role offers a clear path for career growth into Tier 2 support, specialist roles, or client-focused positions, supported by a strong mentorship and training culture.

Interview Process

• Stage 1: Initial interview with a senior team member
  

• Stage 2: Technical interview with an engineer
  

• Stage 3: Final session including systems walkthrough and team interaction
  

Application Notes
This is a remote-only position. Applicants must be based in South Africa and legally eligible to work from their location. Candidates must be available to work during UK business hours.