Remote IT Support Specialist (1st & 2nd Line) - Customer Focus

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

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