2Nd Line It Service Desk

Future Teams; Gauteng; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading technology solutions provider is seeking a 2nd Line IT Service Desk Engineer to provide remote support to UK clients from anywhere in South Africa. The ideal candidate will have at least 3 years of experience in IT support, strong troubleshooting skills, and excellent communication abilities. This remote role offers the opportunity to work in a fast-paced environment while supporting complex IT incidents.

Qualifications

• Minimum of 3 years' experience in a Service Desk Engineer / IT Support role within a Managed Service Provider (MSP).
• Proven 2nd Line Support experience managing remote users and complex IT incidents.
• Experience with Active Directory, user permissions, and Group Policy.

Responsibilities

• Provide 2nd line remote technical support to a wide range of business clients.
• Diagnose, troubleshoot, and resolve software, hardware, and network issues efficiently.
• Collaborate with 1st line engineers and elevate issues as needed.

Skills

2nd Line Support experience managing remote users

Strong working knowledge of Exchange Message Trace

Excellent knowledge of Windows OS

Customer-focused attitude

Strong troubleshooting and analytical skills

Excellent written and verbal communication

Education

Degree or diploma in IT, Computer Science, or related field

Microsoft certifications (MS-, MD-, AZ-, or similar)

Tools

Intune

Active Directory

Microsoft Office applications

Job description

Global Recruiter | Business Developer | Management

Our UK-based client is aninnovative technology solutions providerspecialising in IoT, voice & data, cyber security, IT, cloud, and mobile services.

They pride themselves on their responsive support, deep technical expertise, and people-first approach.

Due to continued growth, they're looking for an experienced2nd Line IT Service Desk Engineer to join their team and help deliver exceptional technical support to UK clients remotely.

This is a remote position open to those living anywhere in South Africa.

Duties & Responsibilities

Provide 2nd line remote technical support to a wide range of business clients.

Diagnose, troubleshoot, and resolve software, hardware, and network issues efficiently.

Administer, configure, and maintain Microsoft environments, including:

• Exchange: Message Trace and Archiving Emails
• SharePoint: Setup, configuration, and permissions management
• Intune: App Deployment and Defender Policies configuration

Support and manage Windows desktop and server environments.

Perform Active Directory administration (user creation, group policies, permissions).

Manage patching, endpoint protection, and device security through Intune.

Build and deploy new systems, devices, and software applications.

Document all support activities in the service desk system with accuracy and clarity.

Collaborate with 1st line engineers and elevate issues as needed.

Maintain SLA targets for response and resolution times.

Deliver excellent customer, ensuring clear communication and professionalism.

Skills, Experience & Requirements

• Minimum of3 years' experiencein aService Desk Engineer / IT Support role within aManaged Service Provider (MSP).
• Proven2nd Line Supportexperience managing remote users and complex IT incidents.
• Strong working knowledge of Exchange Message TraceandEmail Archiving
• SharePoint Setupand management
• Intune App DeploymentandDefender Policy Configuration
• Excellent knowledge ofWindows OSandMicrosoft Office applications.
• Experience withActive Directory,user permissions, andGroup Policy.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication abilities.
• Customer-focused attitude with the ability to work in a fast-paced, ticket-driven environment.

Desirable Qualifications (Not Essential)

• Degree or diploma in IT, Computer Science, or related field.
• Microsoft certifications (MS-, MD-, AZ-, or similar).
• Familiarity withRMM tools,cloud environments, andnetwork troubleshooting.

Load Shedding

Applicants must be able to ensure they can maintain internet and power during office hours.