Support Engineer, L2

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

📋 Description

• Primarily functioning as a desk-based technician, you will deliver exceptional service and support to both clients and colleagues.

• This role involves troubleshooting and diagnosing IT issues within service level agreements (SLAs), providing remote assistance to clients, and supporting the monitoring and upkeep of their computer systems and networks.

• Ensure customer inquiries are addressed in a timely manner, offering efficient and effective assistance.

• Uphold a high standard of information documentation within cases, ensuring that all pertinent details are accurately recorded.

• Actively manage your workload and response times to meet or surpass customer expectations and SLAs.

• Efficiently troubleshoot and diagnose IT problems, resolving them promptly to reduce client downtime.

• Complete and revise technical documentation as necessary.

• Provide mentorship and training to colleagues.

⛳️ Requirements

• Previous experience as a 2nd Line Engineer in a service desk environment is a must.

• Experience in a managed services (MSP) setting is a plus.

• Proficient in various technologies, with the capability to handle complex and sensitive technical issues effectively.

🏝️ Benefits

• Risk coverage, including Life Insurance, Critical Illness Insurance, funeral benefits, and certain disability benefits.

• 22 days of annual leave in addition to UK bank holidays, with increased leave entitlement based on tenure.

• A 5% allowance based on basic salary, which can be used towards medical aid.

• Uninterruptible Power Supply (UPS) provided to support during load shedding (2–4 hours of laptop power).

• Company-issued laptop.

• Annual company celebrations.

• A flexible home-working policy.