IT Support Specialist – 1st & 2nd Line

Outsourcing To South Africa PTY; South Africa; Remote; ZAR 254,000 - 304,000; Full time

Job summary

Outsourcing To South Africa PTY is seeking an IT Support Specialist to provide 1st and 2nd line support across a UK-facing environment. The role is remote, with UK working hours 8am–6pm, and offers a budget up to R25,000 per month depending on experience.

You will troubleshoot user issues, manage tickets, and communicate directly with customers to ensure high service standards. You will handle ticket queues, resolve common desktop and connectivity problems, and collaborate with the senior IT

Qualifications

• 2+ years of experience in IT support, helpdesk, desktop support or a similar role.

Responsibilities

• Provide 1st and 2nd line technical support to business users.
• Respond to and manage incoming IT support tickets.
• Troubleshoot desktop, hardware, software and connectivity issues.
• Assist users with slow computers and general technical problems.
• Reset and manage user accounts and access.
• Diagnose issues and determine escalation paths.
• Provide support over the phone and via email.
• Keep customers updated on ticket progress.
• Escalate complex issues appropriately.
• Maintain accurate ticket records.
• Take ownership and follow through to resolution.
• Deliver a responsive, customer-focused support experience.
• Work with the wider IT function for consistency.

Skills

IT support experience

Customer service

English communication

Education

IT qualification or certification

Tools

Office 365

Active Directory

DNS

DHCP

Windows Server

Job description

Budget: Up to R25,000.00 depending on experience

We are looking for an experienced IT Support Specialist to join a growing technology support environment serving multiple business clients across the UK.

This is a hands-on, customer-facing support role suited to someone who has already established themselves within IT support and is confident troubleshooting user issues, managing tickets and communicating directly with customers.

You will play a key role in providing responsive 1st and 2nd line IT support, helping users resolve day-to-day technical issues while ensuring a high standard of customer service.

IT Support Specialist – 1st & 2nd Line

Remote

UK Working Hours 8am - 6pm

Budget: Up to R25,000.00 depending on experience

We are looking for an experienced IT Support Specialist to join a growing technology support environment serving multiple business clients across the UK.

This is a hands-on, customer-facing support role suited to someone who has already established themselves within IT support and is confident troubleshooting user issues, managing tickets and communicating directly with customers.

You will play a key role in providing responsive 1st and 2nd line IT support, helping users resolve day-to-day technical issues while ensuring a high standard of customer service.

The Role

You will be responsible for handling incoming support requests through a ticketing system and providing timely, professional assistance to users.

The role is primarily focused on user-facing support, rather than advanced infrastructure, server or cybersecurity work. You will work closely with the senior IT function, taking ownership of day-to-day support tickets and helping reduce the technical support workload.

Key Responsibilities

• Provide 1st and 2nd line technical support to business users
• Respond to and manage incoming IT support tickets
• Troubleshoot common desktop, hardware, software and connectivity issues
• Assist users with slow computers, system issues and general technical problems
• Reset and manage user accounts and access where required
• Diagnose issues and determine appropriate solutions or escalation paths
• Provide support and guidance to users over the phone and via email
• Communicate clearly and professionally with customers throughout the resolution process
• Keep customers updated on the progress of their tickets
• Escalate more complex technical issues appropriately
• Maintain accurate and timely ticket records
• Take ownership of problems and follow them through to resolution
• Deliver a highly responsive and customer-focused support experience
• Work collaboratively with the wider IT function to ensure customers receive consistent support

What We're Looking For

We are looking for someone who has proven experience in IT support and is comfortable operating in a customer-facing environment.

The ideal candidate will have:

• 2+ years of experience in IT support, helpdesk, desktop support or a similar role
• Solid 1st and 2nd line troubleshooting experience
• Experience working with ticketing/helpdesk systems
• Strong understanding of common desktop and user support issues
• Experience troubleshooting hardware, software, connectivity and account/access issues
• A relevant IT qualification or recognised technical certification is highly desirable
• Excellent written and spoken English
• Strong telephone and email communication skills
• A professional, confident and personable approach with customers
• The ability to troubleshoot logically and work through problems independently
• Strong attention to detail and accurate record keeping
• A genuine passion for IT and technical support
• The ability to remain calm, helpful and solution-focused when dealing with frustrated users
• Knowledge and experience with the Microsoft Office365 eco system, active directory and windows servers (as well as DNS, DHCP etc), and windows and ideally Mac ans IOS.

Customer-First Mindset

Technical ability is important, but customer service is at the heart of this role.

We're looking for someone who genuinely enjoys helping people, takes ownership of problems and is willing to go the extra mile to find a solution.

You should be someone who doesn't simply close tickets, but makes sure the customer feels supported throughout the process.

Qualifications & Certifications

A relevant IT qualification or recognised certification demonstrating your technical knowledge is preferred.

Certifications such as Microsoft or other recognised IT support qualifications would be advantageous.

We're particularly interested in candidates who can demonstrate that they have actively invested in developing their IT knowledge and technical capabilities.