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 telephone, email, and remote access.

• Oversee managed service dashboards and take action on alerts.

• Address issues through patching, updates, and fixes.

• Analyze monitoring reports and either escalate or resolve alerts.

• Generate and maintain reports for management and customers.

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

• Create and oversee user accounts and permissions.

• Configure, update, and maintain Group Policies.

• Keep technical documentation and client records up to date.

• Provide support and administration 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 faults related to hardware and software, implementing resolutions as necessary.

• Identify opportunities to minimize recurring technical issues through proactive measures.

• Support email platforms, ensuring secure and efficient system operations.

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

• Develop and maintain scripts for automating routine administrative tasks.

• Contribute to the ongoing development and enhancement of technical support procedures.

• Suggest hardware and software upgrades as needed.

• Assist with broader 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 contribute to security enhancement efforts.

⛳️ Requirements

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

• In-depth knowledge of Microsoft Windows Server technologies.

• Experience with Active Directory, Microsoft Exchange, and Microsoft 365 support.

• Solid understanding of VMware vSphere.

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

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

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

• A proactive mindset and the ability to work both independently and as part of a team.

• Excellent communication and customer service abilities.

• 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

• Monday to Friday working schedule.

• Remote work arrangement.