L1 - L2 IT Support Engineer - Contract - Remote

Supportwave; South Africa; Remote; ZAR 180,000 - 320,000; Full time

Job summary

Supportwave is seeking an L1–L2 IT Support Engineer to own issues from first contact to resolution. You will troubleshoot Microsoft 365, Windows, hardware and end-user problems with minimal supervision while maintaining strong customer communication and ticket ownership.

This remote role follows EST hours and offers ongoing learning opportunities within a leading IT services firm delivering global support. Prior MSP experience and familiarity with PSA/ticketing platforms are preferred.

Qualifications

• L1–L2 Helpdesk or Service Desk experience.
• Independent resolution of common end-user IT issues.
• Experience with ticketing/PSA and remote support platforms.
• Microsoft 365 administration and Windows support.
• Strong ticket ownership and professional communication.

Responsibilities

• Own technical issues from first contact through resolution.
• Troubleshoot Microsoft 365, Windows, hardware and end-user issues.
• Escalate complex cases when needed.
• Maintain clear, professional communication with customers and internal teams.

Skills

Helpdesk experience

End-user support

Ticketing systems

MS 365 admin

Windows support

Professional communication

Tools

Remote support platforms

Job description

Join a Helpdesk as an L1 - L2 IT Support Engineer, owning technical issues from first contact through resolution. Combine hands-on troubleshooting with strong customer communication to resolve Microsoft 365, Windows, hardware, and end-user issues independently while escalating complex cases. Work remotely with standard EST hours and opportunities for growth.

Requirements

• L1 - L2 Helpdesk or Service Desk experience
• Independent resolution of common end-user IT issues
• Experience with ticketing/PSA and remote support platforms
• Microsoft 365 administration and Windows support
• Strong ticket ownership and professional communication
  
  

Preferred

• MSP experience
• IT Glue, Proofpoint, Huntress, or 3CX knowledge
  
  

This role is with a leading IT services business providing reliable support to organizations worldwide. Apply via our website for details.