Remote Support Engineer – 2nd Line
Make Your Mark with a Fast-Growing, People-First Tech Business
Remote (Cape Town) | R40k-R60k 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
Desired Skills:
- 2nd Line Support
- Troubleshooting
- ITSM
- Office 365
- Resolution
- Escalation
- IT Support
- MSP
- Server
- Azure
- SonicWall
- ITIL
Desired Work Experience:
- 2 to 5 years
Desired Qualification Level:
- Degree