IT Desktop Support - CTP

The Legends Agency; Cape Town; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A UK-based Managed Service Provider is looking for an experienced 1st/2nd Line IT Support Engineer to provide remote support to clients. The ideal candidate will work during UK hours, resolving IT issues, managing support tickets, and maintaining high customer satisfaction. A minimum of 2 years in IT helpdesk is required, along with strong troubleshooting skills in Windows and Microsoft 365. This role offers a competitive salary and a dynamic team environment.

Qualifications

• Minimum of 2 years' experience in an IT helpdesk or technical support environment.
• Fluent English communication skills both spoken and written.
• Strong technical knowledge of IT systems.

Responsibilities

• Log incidents and service requests via helpdesk system.
• Manage and resolve incoming support tickets efficiently.
• Troubleshoot a variety of IT issues to ensure customer satisfaction.

Skills

Windows Desktop OS troubleshooting

Microsoft 365 Admin Centre

Hardware troubleshooting

Fluent English communication

Professional customer support

Organized and self-motivated

Tools

Remote Monitoring tools

Microsoft Entra

Mac OS

Google Workspace

Job description

• 1st/2nd Line IT Support Engineer (Remote Cape Town Based)

  IT Support R18,000/month Full-time, Permanent

  About Our Client

  Our client is a UK-based Managed Service Provider with over 14 years of consistent growth, now expanding internationally. They are passionate about delivering outstanding IT services to SMEs across professional services, fintech, and hospitality sectors. With a strong emphasis on relationship-building, they provide tailored support to clients ranging from small startups to established teams of up to 50 employees. Their culture thrives on collaboration, innovation, and genuine care for client success.

  The Role: 1st/2nd Line IT Support Engineer

  This remote role is perfect for an experienced and resourceful IT Support Engineer looking to join a dynamic team that operates during standard UK business hours. The main purpose of the role is to deliver timely, effective, and friendly support to clients across various IT systems and platforms, ensuring minimal downtime and maximum customer satisfaction.

  Key Responsibilities

  • Promptly log incidents and service requests through the helpdesk system via phone or email.
  • Manage and resolve incoming support tickets efficiently and within SLAs.
  • Troubleshoot and resolve a variety of IT issues, ensuring high first-contact resolution.
  • Accurately maintain case documentation and time logs in the system.
  • Proactively manage ticket queues to prioritize urgent requests and meet service standards.
  • Remotely configure new devices and manage onboarding/offboarding processes.
  • Communicate regularly with UK-based colleagues using Microsoft Teams.
  • Participate in occasional video support sessions with clients using Teams or Zoom.

  About You

  • Minimum of 2 years' experience in an IT helpdesk or technical support environment.
  • Fluent English communication skills both spoken and written.
  • Proven ability to provide professional customer support via phone and email.
  • Strong technical knowledge of:
    • Windows Desktop OS troubleshooting.
    • Microsoft 365 Admin Centre (user management, Exchange, licensing).
    • Hardware troubleshooting (laptops, desktops, peripherals).
  • Quiet, home-based work setup with stable internet and backup power solution.
  • Passionate about problem-solving and helping people.
  • Organized, self-motivated, and able to work independently.

  Desirable Skills:

  • Experience with Remote Monitoring and Patch Management tools.
  • Familiarity with Microsoft Entra, Mac OS, and Google Workspace.
  • Understanding of cloud services such as online backups, email filtering, and antivirus platforms.