2nd Line Engineer

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

📋 Description

• Primarily function as a desk-based technician offering service and support to both clients and colleagues.

• Diagnose and troubleshoot IT issues within established SLAs.

• Provide remote support to clients effectively.

• Assist in the monitoring and maintenance of computer systems and networks.

• Respond promptly to customer calls and deliver efficient, effective support.

• Keep accurate records and relevant details in case documentation.

• Actively manage the support queue and response times to meet or exceed customer expectations and SLAs.

• Resolve technical issues quickly to minimize client downtime.

• Complete and regularly update technical documentation.

• Mentor and train fellow colleagues.

⛳️ Requirements

• Prior experience working on a Service Desk as a 2nd Line Engineer is essential.

• Experience in a managed services (MSP) environment is beneficial.

• Strong understanding of Microsoft 365 services, including administration and troubleshooting.

• In-depth knowledge of Microsoft desktop and server operating systems, including troubleshooting capabilities.

• Familiarity with Microsoft Azure is required.

• Experience in antivirus management, including deployment, configuration, and troubleshooting.

• Proficient in working with business networks and resolving related issues.

• Experience troubleshooting hardware such as laptops, desktops, servers, peripherals, and other IT equipment.

• Understanding of email protection solutions is necessary.

• Knowledge of virtualisation technologies (Hyper-V, VMware) is desirable.

• Familiarity with Backup and Disaster Recovery solutions is advantageous.

• Scripting and automation skills are a plus.

• Capable of managing challenging and sensitive technical issues across various technologies.

• Friendly and confident when communicating with end users at all levels, both internal and external.

• Strong written and verbal communication abilities.

• Excellent technical and troubleshooting skills are essential.

• High attention to detail in documenting and resolving issues.

• Proactive, determined, and persistent in problem-solving approaches.

• Ability to work both independently and collaboratively within a team.

• Eager to learn, research faults, and refer to documentation when needed.

• Must have a stable internet connection and a suitable home workspace with a desk and chair in a quiet environment.

• A solution to manage load shedding and the capability to work normal shifts effectively is required.

🏝️ Benefits

• Risk coverage, including Life Cover, Critical Illness Cover, funeral benefits, and certain Disability benefits.

• 22 days of holiday in addition to UK Bank Holidays.

• Increased annual leave based on length of service.

• 5% allowance based on basic salary that can be allocated towards Medical Aid.

• UPS provided to assist during load shedding, offering 2–4 hours of power for a laptop.

• Company-issued laptop from Babble.

• Annual Company Celebrations.

• Flexible home-working policy.

• Home-based work arrangement.