Remote 2nd Line IT Service Engineer - M365 & Apple

Hirefarout; Wes-Kaap; Remote; ZAR 715,000 - 1,162,000; Full time

Job summary

Hirefarout in the Western Cape is looking for a Service Engineer (2nd Line, Remote) to support UK clients from a fully remote setup. You will own issues from initial triage to resolution, with company-supplied equipment and a path toward Microsoft certifications.

The role covers Microsoft 365, Windows, Apple devices and networking, with a focus on remote ticket handling, proactive monitoring and clear handovers. PSA/RMM expertise and strong client communication are valued.

Qualifications

• Two or more years of second-line IT support experience; candidates with less experience and relevant practical skills will also be considered.
• MS 365 administration and troubleshooting across Exchange Online, Entra ID, Intune, SharePoint and Teams.
• Experience supporting Windows 11 and troubleshooting DNS, DHCP, VPNs, firewalls and Wi‑Fi.
• Experience using PSA and RMM tools.
• Experience providing client support by phone and in writing, including explaining technical issues to non-technical users.
• Microsoft certifications, HaloPSA experience, PowerShell scripting or an interest in applying AI to service desk work would be beneficial.
• Managed service provider experience, macOS and iOS support, or Apple device management would be advantageous.

Responsibilities

• Resolve second-line issues across Microsoft 365, Windows, Apple devices, networking and business applications.
• Manage support tickets against priorities and service levels, calling clients directly when urgent issues need attention.
• Take over afternoon support cases, manage incoming calls and maintain clear handovers for the following day.
• Investigate monitoring alerts and complete proactive checks covering patching, backups, device compliance and licence renewals.
• Administer user accounts, access changes and offboarding, and configure and enrol new devices.
• Deliver small technical projects and planned system changes.
• Record troubleshooting steps, maintain client documentation and create knowledge base articles for recurring issues.

Skills

Second-line IT support

Microsoft 365 administration

Exchange Online

Entra ID

Intune

SharePoint

Teams

MacOS & iOS support

PSA tools

RMM tools

PowerShell scripting

AI for service desk

Customer communication

Tools

HaloPSA

RMM tools

Job description

Hirefarout in the Western Cape is looking for a Service Engineer (2nd Line, Remote) to support UK clients from a fully remote setup. You will own issues from initial triage to resolution, with company-supplied equipment and a path toward Microsoft certifications.

The role covers Microsoft 365, Windows, Apple devices and networking, with a focus on remote ticket handling, proactive monitoring and clear handovers. PSA/RMM expertise and strong client communication are valued.