Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Microsoft Operating Systems Backup Administration Computer Networks Microsoft 365 Engineering Documentation Incident Management Release Builds Escalation Procedures Remote Desktop Services Alarm Devices System Configuration Maintenance Testing Help Desk Support Apple IOS Mac OS Organizational Structure Customer Relationship Management

Other Skills

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Troubleshooting (Problem Solving)
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Professionalism
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Communication
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Adaptability
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Detail Oriented
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Social Skills

Roles & Responsibilities

Minimum 2 years of experience in a technical support or helpdesk environment.
Excellent communication and interpersonal skills.
Confident troubleshooting in Windows 11, Microsoft 365, and basic networking.
Familiarity with macOS and iOS is beneficial.

Requirements:

Deliver first-line technical support through phone, email, and remote tools.
Diagnose and resolve issues involving Office 365, Windows 11, macOS, networking, and backups.
Manage and resolve an average of 10–15 tickets and 35–42 calls per day.
Perform proactive system checks, including monitoring alerts and verifying backups.

Remote Choice

About Remote Choice

Remote Choice is a recruitment organisation that helps businesses hire qualified staff based out in South Africa. We understand that finding the right employees for your business can be difficult, which is why we offer a bespoke service that takes care of everything for you. From sourcing candidates to conducting interviews, we'll make sure you find the perfect remote worker for your company. With years of experience in the industry, Remote Choice is the first choice for businesses to make sure they find the perfect match for each and every position. As you may know, businesses have been outsourcing more and more to South Africa in recent years, drawn by the country's large pool of talented professionals and the ever-changing view of remote working. Remote Choice are able to provide businesses with the staff they need at a fraction of the cost of hiring through your more traditional routes. Due to our extensive network in South Africa, we are able to find candidates with the right skills and experience for your requirements.

Founded: 2018

Company size: 2 - 10

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Job description

Level 1 Technical Support Engineer (Remote – South Africa)

About the Role

We’re looking for a proactive Level 1 Technical Support Engineer to join our dynamic, client-focused IT services team. This fully remote role is open exclusively to candidates based in South Africa.

As the first point of contact for clients, you’ll provide responsive, high-quality technical support while maintaining a strong focus on customer satisfaction and professionalism.

If you have a passion for technology, love solving problems, and want to grow your career in a supportive and experienced technical team — this is the opportunity for you.

Requirements

Key Responsibilities

Deliver first-line technical support through phone, email, and remote tools.
Diagnose and resolve issues involving Office 365, Windows 11, macOS, networking, and backups.
Manage and resolve an average of 10–15 tickets and 35–42 calls per day.
Perform proactive system checks, including monitoring alerts and verifying backups.
Maintain detailed, accurate documentation of all support activities.
Follow internal procedures and escalate complex issues when necessary.
Assist with system builds, configurations, and scheduled maintenance tasks.
Ensure exceptional service quality and maintain positive client relationships.

Requirements

Minimum 2 years’ experience in a technical support or helpdesk environment.
Excellent communication and interpersonal skills.
Confident troubleshooting in Windows 11, Microsoft 365, and basic networking.
Familiarity with macOS and iOS is beneficial.
Prior experience in an MSP (Managed Service Provider) setting is an advantage.
Highly organised, detail-oriented, and adaptable to changing priorities.
Comfortable working independently in a remote, distributed team.
Reliable internet connection and suitable home office setup required.

Benefits

Training & Onboarding

Structured 3–4 week onboarding program covering systems, processes, and service standards.
Access to continuous technical training and certification opportunities.

Career Growth

Clear progression pathway to Tier 2 Support, specialist, or client-facing roles.
Ongoing mentorship and a culture that supports professional development.