2nd Line IT Support Engineer - MSP Experience

Growth Resourcing; Umhlanga Rocks; Hybrid; ZAR 719,000 - 1,038,000; Full time

Benefits offered by this job

Training & development

UK client exposure

Career progression

Supportive tech team

Job summary

Growth Resourcing is seeking an experienced 2nd Line IT Support Engineer to deliver advanced technical support to MSP clients. You will handle escalated incidents, troubleshoot complex issues, and support Microsoft 365, Windows, servers, and networking environments.

The role involves on-site and remote support, onboarding, migrations, and collaboration with senior engineers. Ideal candidates have 2–3 years in MSP settings and strong customer-service skills.

Qualifications

• 2–3 years in IT support or MSP environment.
• Proven 2nd-line technical support experience.
• Solid knowledge of Windows 10/11 and modern Windows Server environments.

Responsibilities

• Provide 2nd line remote and onsite technical support.
• Own escalated incidents and service requests through to resolution.
• Diagnose and resolve hardware, software, networking and connectivity issues.
• Support Windows 10/11, Windows Server and Microsoft 365 environments.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive.
• Support Active Directory, Group Policy, DNS, DHCP, VPNs, Wi‑Fi and general networking.
• Monitor and troubleshoot endpoint, security and backup solutions.
• Investigate security alerts, phishing reports and suspicious account activity.
• Manage tickets in line with SLAs and maintain accurate technical documentation.
• Assist with client onboarding, migrations, installations and infrastructure projects.
• Work with senior engineers, suppliers and internal teams to resolve complex issues.
• Provide guidance and support to 1st Line Engineers where required.

Skills

2nd line support

Windows 10/11

Windows Server

Active Directory

Microsoft 365

Exchange Online

Teams

SharePoint

OneDrive

DNS/DHCP

TCP/IP

VPNs

Wi-Fi

Cybersecurity basics

Troubleshooting

Customer service

English communication

Education

Relevant IT qualification or equivalent

Microsoft Azure Fundamentals (AZ-900)

CompTIA A+/Network+/Security+

ITIL Foundation

Tools

Intune

PowerShell

Azure

Microsoft 365 Admin

Endpoint management

Job description

About the Company

Our client is an established Managed IT Services Provider supporting businesses across the UK. They provide IT support, Microsoft 365, cybersecurity, cloud and network infrastructure, hosted telephony and IT consultancy.

Role Overview

We are looking for an experienced and customer-focused 2nd Line IT Support Engineer to provide advanced technical support to managed-service clients.

The successful candidate will take ownership of escalated incidents, troubleshoot complex technical issues and support Microsoft 365, Windows, servers, networking, cloud and cybersecurity environments.

Key Responsibilities

• Provide 2nd line remote and onsite technical support.
• Take ownership of escalated incidents and service requests through to resolution.
• Diagnose and resolve hardware, software, networking and connectivity issues.
• Support Windows 10/11, Windows Server and Microsoft 365 environments.
• Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint and OneDrive.
• Support Active Directory, Group Policy, DNS, DHCP, VPNs, Wi-Fi and general networking.
• Support Microsoft Entra ID, MFA and Conditional Access.
• Monitor and troubleshoot endpoint, security and backup solutions.
• Investigate security alerts, phishing reports and suspicious account activity.
• Manage tickets in line with SLAs and maintain accurate technical documentation.
• Assist with client onboarding, migrations, installations and infrastructure projects.
• Work with senior engineers, suppliers and internal teams to resolve complex issues.
• Provide guidance and support to 1st Line Engineers where required.

• 2–3 years of experience in IT support, service desk, or a Managed Services environment.
• Proven experience providing 2nd-line technical support.
• Strong knowledge of Windows 10 and Windows 11.
• Good working knowledge of Windows Server and Active Directory.
• Hands‑on experience with Microsoft 365 administration.
• Experience with Exchange Online, Teams, SharePoint and OneDrive.
• Understanding of Microsoft Entra ID, MFA, and Conditional Access.
• Good knowledge of TCP/IP, DNS, DHCP, VPNs, VLANs and Wi‑Fi.
• Experience troubleshooting networks, firewalls, switches and routers.
• Familiarity with ticketing, remote‑monitoring and endpoint‑management platforms.
• Understanding of cybersecurity, backup and disaster‑recovery principles.
• Strong troubleshooting and problem‑solving skills.
• Excellent written and verbal English communication skills.
• Strong customer‑service and organisational skills.
• Ability to manage multiple priorities in a fast‑paced environment.

Desirable

• Previous experience working for a Managed Service Provider (MSP).
• Experience supporting multiple client environments.
• Microsoft Intune and endpoint deployment experience.
• PowerShell scripting and automation experience.
• Azure and virtualisation experience.
• VoIP or hosted‑telephony experience.
• Knowledge of Cyber Essentials, GDPR or ISO 27001.
• Experience with IT migrations, projects and client onboarding.

Qualifications & Certifications

A relevant IT qualification or equivalent practical experience is required. The following would be advantageous:

• Microsoft 365 certifications
• Microsoft Azure Fundamentals (AZ-900)
• CompTIA A+, Network+ or Security+
• ITIL Foundation
• Relevant networking or cybersecurity certifications.

• Supportive and collaborative working environment.

• Ongoing technical training and development.
• Exposure to UK-based managed‑service clients and technologies.
• Opportunities for career progression.
• Professional and supportive technical team.