1st line/2nd line support engineer

Talent Shore; Johannesburg; On-site; ZAR 250,000 - 400,000; Full time

Benefits offered by this job

Mentoring from senior engineers

Exposure to modern Microsoft 365 stack

Job summary

Talent Shore is seeking a capable 1st / 2nd Line Support Engineer with strong Microsoft 365 skills to support and maintain customers' modern workplace environments. You will handle incoming tickets, resolve 1st line issues, and escalate complex cases to senior engineers, all while ensuring high-quality service. A hands-on experience in Microsoft 365 administration and excellent communication skills are essential. Additionally, the role supports career progression with mentoring opportunities.

Qualifications

• Proven experience in a 1st line or junior 2nd line support role.
• Hands-on experience administering Microsoft 365 tenants.
• Confident troubleshooting Windows 10/11 and Office app issues.

Responsibilities

• Act as first point of contact for incoming helpdesk tickets.
• Triage, prioritise, and categorise tickets.
• Resolve 1st line issues directly and progress 2nd line tickets.

Skills

1st line or junior 2nd line support experience

Administering Microsoft 365

Troubleshooting Windows 10/11

Excellent written and verbal communication

Organizational skills

Tools

Microsoft Entra ID / Azure AD

Exchange Online

Intune

PSA / RMM tools

Job description

Johannesburg, South Africa | Posted on 23/04/2026

Job Title 1st / 2nd Line Support Engineer – Microsoft 365

Remote: South Africa

Role Overview

We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base.

Key Responsibilities

Support & Triage

• Act as first point of contact for incoming helpdesk tickets across our client base
• Triage, prioritise, and categorise tickets in line with SLA commitments
• Resolve 1st line issues directly and progress 2nd line tickets where skills allow
• Escalate complex issues to 2nd / 3rd line engineers with clear, well documented handovers
• Keep clients informed with clear, professional updates throughout ticket lifecycle

Microsoft 365 Administration

• Exchange Online
• SharePoint Online & OneDrive
• Microsoft Teams
• Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access
• Assist with device enrolment and basic Intune policy troubleshooting

Security & Compliance

• Support MFA, Conditional Access, and Identity Protection tasks under senior guidance
• Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity)
• Assist with compliance‑related requests including retention, DLP, and eDiscovery
• Flag potential risks and anomalies to senior engineers
• Troubleshoot Windows 10/11 issues across managed devices
• Support users with Office apps, Teams, and collaboration tooling
• Assist with basic network connectivity issues (Wi‑Fi, VPN, Azure Virtual Desktop)

Career Progression

• A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering)
• Mentoring from senior engineers with deep experience across the Microsoft stack
• Exposure to project work alongside day‑to‑day support, so you build breadth as well as depth
• Successful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands.

Requirements

Required Skills & Experience

• Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT)
• Hands‑on experience administering Microsoft 365 tenants
• Working knowledge of Microsoft Entra ID / Azure AD user and group management
• Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting)
• SharePoint Online and OneDrive permissions and sharing
• Confident troubleshooting Windows 10/11 and common Office app issues
• Excellent written and verbal communication — you'll be client‑facing daily
• Strong organisational skills and the ability to manage multiple tickets concurrently
• Experience in an MSP or multi‑tenant environment
• Basic Intune experience (Windows and mobile enrolment, simple policies)
• Familiarity with Azure fundamentals (IaaS / PaaS basics)
• Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto)
• Awareness of Cyber Essentials or similar frameworks

What We Offer

• Exposure to a modern Microsoft 365 stack across a diverse SME client base
• Clear escalation paths and mentoring from senior engineers