Service Engineer (2nd Line)

📍 Western Cape (Fully remote - UK working hours)
💰 R35,000 - R45,000 per month
🚀 Make your expertise count in a team where you own technical challenges and see the impact of your work.
🌍 Support UK clients while working fully remotely from the Western Cape.

Role Overview
A UK-based managed IT services business is hiring a Service Engineer (2nd Line, Remote) to support clients across Microsoft and Apple environments. Join a small team with company-supplied equipment, Mac training and support towards Microsoft certifications.

You will resolve technical issues through remote support, client calls and service desk tickets, taking ownership from initial investigation through to resolution or escalation. The role includes afternoon handovers and keeping the service desk covered until close.

• Resolve second-line issues across Microsoft 365, Windows, Apple devices, networking and business applications.
• Manage support tickets against agreed priorities and service levels, calling clients directly when urgent issues need attention.
• Take over afternoon support cases, manage incoming calls and maintain clear handovers for the following day.
• Investigate monitoring alerts and complete proactive checks covering patching, backups, device compliance and licence renewals.
• Administer user accounts, access changes and offboarding, and configure and enrol new devices.
• Deliver small technical projects and planned system changes.
• Record troubleshooting steps, maintain client documentation and create knowledge base articles for recurring issues.

• Ideally two or more years of second-line IT support experience; candidates with less experience and relevant practical skills will also be considered.
• Hands-on Microsoft 365 administration and troubleshooting across Exchange Online, Entra ID, Intune, SharePoint and Teams.
• Experience supporting Windows 11 and troubleshooting DNS, DHCP, VPNs, firewalls and Wi-Fi.
• Experience using professional services automation (PSA) and remote monitoring and management (RMM) tools.
• Experience providing client support by phone and in writing, including explaining technical issues to non-technical users.
• Managed service provider experience, macOS and iOS support, or Apple device management would be advantageous.
• Microsoft certifications, HaloPSA experience, PowerShell scripting or an interest in applying AI to service desk work would be beneficial.

• R35,000 - R45,000 per month