2nd – 3rd Line Support Engineer, MSP

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

📋 Description

• Deliver 2nd and 3rd line technical support through phone, email, and remote access.

• Monitor managed service dashboards and take action on alerts.

• Resolve issues via patching, updates, and fixes.

• Analyze monitoring reports and either escalate or address alerts.

• Create and uphold management and customer reporting.

• Administer Windows Server, Active Directory, Microsoft Exchange, VMware vSphere, DNS, and DHCP.

• Establish and oversee user accounts and permissions.

• Set up, update, and manage Group Policies.

• Maintain technical documentation and client records.

• Provide support for printers and VoIP telephony systems.

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

• Deploy and support both hardware and software solutions.

• Diagnose hardware and software issues and implement solutions.

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

• Securely and efficiently support and manage email platforms.

• Collaborate with broader technical teams to resolve support tickets.

• Develop and maintain scripts for automating routine administrative tasks.

• Contribute to the enhancement of technical support procedures.

• Recommend upgrades for hardware and software.

• Assist with business and customer projects.

• Manage support requests in line with agreed SLAs.

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

• Adhere to information security policies and support security enhancements.

⛳️ Requirements

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

• Strong understanding of Microsoft Windows Server technologies.

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

• Good knowledge of VMware vSphere.

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

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

• Strong organizational skills with the capability to manage multiple support tickets effectively.

• A proactive mindset with the ability to work independently as well as in a team.

• Exceptional communication and customer service abilities.

• Good understanding of IT security best practices.

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

🏝️ Benefits

• Monday to Friday working schedule.

• Working hours aligned with UK business hours during both summer and winter.

• Remote work arrangement.