IT Support Engineer, 2nd Line

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

📋 Description

• Deliver technical assistance through phone, email, and remote support tools.

• Identify and resolve IT challenges, escalating as necessary.

• Monitor and troubleshoot issues related to Networks, Telecom systems, End-user devices (desktops/laptops), Applications, and ICT systems.

• Manage and support Microsoft 365 environments, which includes user administration, licensing, Exchange Online, Teams, SharePoint, and associated services.

• Record and manage support tickets while ensuring thorough documentation.

• Prioritize and classify incidents based on their urgency and impact.

• Maintain ongoing communication with customers about the status and resolution of their tickets.

• Develop and update technical documentation and knowledge base articles.

• Visit customer sites to address issues that cannot be resolved remotely.

• Keep informed about emerging technologies and industry best practices.

⛳️ Requirements

• Prior experience in a 2nd or 3rd Line IT Support position within a service desk, MSP, or similar setting.

• Excellent troubleshooting and problem-solving abilities.

• Strong practical experience in supporting and managing Microsoft 365 environments.

• Outstanding communication skills, both written and verbal.

• Customer-oriented with a professional and proactive demeanor.

• Proficient in using ticketing systems and CRM tools.

• Capability to work effectively both independently and collaboratively within a team.

• Willingness to learn and enhance technical skills.

• Flexibility to participate in a weekend on-call schedule.

• A valid driver's license and access to reliable transportation are preferred.

🏝️ Benefits

• Opportunity to join a dynamic and ambitious technology company.

• Exposure to a diverse range of technologies and customer environments.

• Supportive team atmosphere with continuous learning opportunities.

• Opportunities for career development and advancement.

• Competitive salary commensurate with experience.