1st/2nd Line IT Support Engineer
1st/2nd Line IT Support Engineer (Remote Cape Town Based)
Support a UK-based MSP from sunny Cape Town Remote Role on UK Hours
IT Support R18,000/month Full-time, Permanent
About Our Client
Our client is a UK-based Managed Service Provider with over 14 years of consistent growth, now expanding internationally. They are passionate about delivering outstanding IT services to SMEs across professional services, fintech, and hospitality sectors.With a strong emphasis on relationship-building, they provide tailored support to clients ranging from small startups to established teams of up to 50 employees. Their culture thrives on collaboration, innovation, and genuine care for client success.
The Role: 1st/2nd Line IT Support Engineer
This remote role is perfect for an experienced and resourceful IT Support Engineer looking to join a dynamic team that operates during standard UK business hours. The main purpose of the role is to deliver timely, effective, and friendly support to clients across various IT systems and platforms, ensuring minimal downtime and maximum customer satisfaction.
Key Responsibilities- Promptly log incidents and service requests through the helpdesk system via phone or email.
- Manage and resolve incoming support tickets efficiently and within SLAs.
- Troubleshoot and resolve a variety of IT issues, ensuring high first-contact resolution.
- Accurately maintain case documentation and time logs in the system.
- Proactively manage ticket queues to prioritize urgent requests and meet service standards.
- Remotely configure new devices and manage onboarding/offboarding processes.
- Communicate regularly with UK-based colleagues using Microsoft Teams.
- Participate in occasional video support sessions with clients using Teams or Zoom.
- Minimum of 2 years' experience in an IT helpdesk or technical support environment.
- Fluent English communication skills both spoken and written.
- Proven ability to provide professional customer support via phone and email.
- Strong technical knowledge of:
- Windows Desktop OS troubleshooting.
- Microsoft 365 Admin Centre (user management, Exchange, licensing).
- Hardware troubleshooting (laptops, desktops, peripherals).
- Quiet, home-based work setup with stable internet and backup power solution.
- Passionate about problem-solving and helping people.
- Organized, self-motivated, and able to work independently.
Desirable Skills:
- Experience with Remote Monitoring and Patch Management tools.
- Familiarity with Microsoft Entra, Mac OS, and Google Workspace.
- Understanding of cloud services such as online backups, email filtering, and antivirus platforms.