1st / 2nd Line IT Support Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Diagnose and resolve issues related to Microsoft 365, Windows devices, cloud applications, networking, Wi-Fi, hosted telephony, and cybersecurity services.

• Take ownership of support tickets from the initial contact to resolution while keeping customers informed throughout the process.

• Provide technical support for end users and business systems.

• Escalate and coordinate complex incidents with third-party vendors and technology partners.

• Maintain precise records of support cases, solutions, and customer environments.

• Assist in deploying, configuring, and supporting routers, firewalls, switches, wireless access points, and endpoint devices.

• Help provision and manage Microsoft 365 tenants, including processes for onboarding, offboarding, licensing, Exchange Online, SharePoint, Teams, and Intune.

• Support cloud backup, endpoint protection, email security, and business continuity solutions.

• Assist with device rollouts, configuration, patching, and management of customer IT asset lifecycles.

• Provide assistance with hosted VoIP and unified communications solutions.

• Support Microsoft 365 migrations, cloud adoption, infrastructure upgrades, and network deployments.

• Aid customers in adopting modern workplace technologies and best practices.

• Contribute to the development of new managed services and cloud solutions.

• Identify opportunities for automation, enhanced security, and more efficient customer environments.

⛳️ Requirements

• Demonstrated experience in a Managed Service Provider (MSP) environment, supporting multiple clients and a diverse technology stack.

• Proficient in utilizing ticketing systems, adhering to SLAs, and managing competing priorities effectively.

• Hands-on experience with supporting and administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Microsoft Entra ID.

• Eagerness to enhance expertise in Microsoft 365.

• Experience with Microsoft Intune, device management, and modern workplace strategies is highly desirable.

• Good understanding of TCP/IP, DNS, DHCP, routing, switching, VPNs, and wireless networking.

• Practical exposure to business networking equipment such as Ubiquiti, DrayTek, Zyxel, Cisco, Fortinet, or similar platforms.

• Experience in endpoint security, multi-factor authentication, email security, patch management, and backup solutions.

• Knowledge of cybersecurity best practices for small to medium-sized businesses.

• Familiarity with hosted VoIP, SIP, Teams Phone, or other cloud-based telephony solutions is advantageous.

• Exceptional written and verbal communication skills.

• Ability to work independently while positively contributing to a small, collaborative team.

🏝️ Benefits

• Company laptop and mobile phone provided.

• Ongoing training and professional development opportunities.

• Exposure to a variety of technologies, cloud platforms, and customer environments.

• Supportive, close-knit team with minimal bureaucracy and real input into service development.

• Career advancement opportunities as the managed services portfolio continues to grow.

• Flexibility tailored around customer and project needs.