1st & 2nd Line Support Engineer – MSP

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

📋 Description

• Deliver first and second line technical assistance via phone, email, and remote access.

• Oversee managed service dashboards and promptly address alerts, ensuring issues are resolved through patching, updates, and fixes.

• Review monitoring reports and escalate or resolve alerts as needed.

• Create and sustain management and customer reports when necessary.

• Manage Windows Server environments, Active Directory, Microsoft Exchange, VMware vSphere, and essential network services including DNS and DHCP.

• Generate and oversee user accounts and permissions.

• Set up, update, and maintain Group Policies.

• Keep precise technical documentation and client records.

• Provide support and administration for printers and VoIP telephony systems.

• Install, configure, troubleshoot, and maintain desktops, laptops, and mobile devices.

• Deploy and support hardware and software in accordance with best practices.

• Diagnose hardware and software issues and implement effective solutions.

• Identify opportunities to minimize recurring technical problems through proactive enhancements.

• Support email platforms and ensure systems function securely and efficiently.

• Collaborate with broader technical teams to investigate and resolve support tickets.

• Develop and sustain scripts to automate routine administrative tasks where applicable.

• Contribute to the enhancement and continual improvement of technical support procedures.

• Recommend hardware and software upgrades when advantageous.

• Assist with broader business and customer projects as needed.

• Ensure all support requests are handled in line with agreed SLAs.

• Provide exceptional customer service while maintaining clear communication throughout the support process.

• Adhere to information security policies and contribute to ongoing security improvements.

⛳️ Requirements

• Prior experience in a Managed Service Provider (MSP) setting.

• In-depth knowledge of Microsoft Windows Server technologies.

• Experience in supporting Active Directory, Microsoft Exchange, and Microsoft 365.

• Strong understanding of VMware vSphere.

• Experience with LAN/WAN networking, including DNS and DHCP.

• Excellent troubleshooting abilities across hardware, software, and operating systems.

• Strong organizational skills with the capacity to manage multiple support tickets efficiently.

• A proactive mindset and the ability to work independently as well as collaboratively.

• Outstanding communication and customer service abilities.

• A solid understanding of IT security best practices.

• Ideally, you will possess (or be pursuing) a recognized IT qualification, such as an NVQ Level 3 or relevant vendor certification (e.g., Microsoft, CompTIA, or equivalent).

🏝️ Benefits

• Health insurance

• Flexible working hours

• Professional development opportunities