1st to 2nd Line IT Support Engineer

SUMMARY:
This role bridges frontline helpdesk and more advanced technical support, playing a key part in diagnosing complex issues, escalating appropriately, and ensuring high service standards.

POSITION INFO:

1st to 2nd Line IT Support Engineer
Join a UK-based remote IT support team with a focus on both tech and service excellence
Remote | IT Support | R27,500 – R32,000/month equivalent

About Our Client
Our client is a growing UK-based IT support provider offering high-quality remote support to a diverse client base. With a strong technical foundation and a commitment to excellent service, the company supports businesses with everything from hardware and networking to Microsoft 365 and security administration.

The Role: 1st to 2nd Line IT Support Engineer
This role bridges frontline helpdesk and more advanced technical support, playing a key part in diagnosing complex issues, escalating appropriately, and ensuring high service standards. You''ll be involved in both user support and system administration, with opportunities to broaden your technical exposure.

Key Responsibilities

• Provide 1st and 2nd line remote support for hardware, software, networking, and cloud issues

• Handle escalations from 1st line support and liaise with 3rd line where necessary

• Troubleshoot PCs, servers, peripherals, Microsoft 365 apps, and common software

• Manage user accounts across Entra, Active Directory, and other vendor portals

• Support Windows Desktop and Server environments (some exposure to Mac OS beneficial)

• Perform basic network diagnostics and support VoIP-related queries

• Assist with endpoint protection (AV, EDR/MDR) and backup solutions

• Use remote support and ticketing tools to document and resolve incidents thoroughly

• Contribute to internal knowledge base and documentation practices

About You

• 2–3+ years experience in a 1st/2nd line IT support environment

• Strong knowledge of Windows OS (desktop/server), MS 365, and basic networking

• Familiarity with Entra ID, Active Directory, backup technologies, and security protocols

• Confident communication skills — clear spoken and written English is essential

• Customer-centric approach with patience, empathy, and attention to detail

• Able to prioritise tasks under pressure and remain calm with stressed users

• Adaptable and willing to learn new tools, systems, and processes

• Comfortable working with a remote team and escalating when needed