Remote Support Engineer – 2Nd Line

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

Job summary

A fast-growing tech business is looking for a Remote Support Engineer 2nd Line to provide exceptional remote support for a diverse client base. You will troubleshoot complex issues, mentor junior staff, and ensure high levels of customer satisfaction. The ideal candidate has over 3 years of 2nd line support experience, strong technical knowledge, and excellent communication skills. This position offers a competitive salary range of R40k-R60k, based in Cape Town.

Qualifications

• 3+ years experience in 2nd line IT support, ideally within an MSP environment.
• Strong technical knowledge of on-premise infrastructure, servers, and networking.
• Confident troubleshooting complex server and network issues.

Responsibilities

• Deliver 2nd line remote support services for clients.
• Troubleshoot desktop, server, network, and Office 365 issues.
• Mentor junior engineers and manage service requests through the ITSM system.

Skills

2nd line IT support experience

Troubleshooting complex PC issues

Strong communication skills

Customer service skills

Organizational skills

Education

Relevant IT qualifications (Degree, Diploma, Microsoft)

Tools

Office 365

Azure

SonicWall

ITIL Foundation

Job description

Overview

Remote Support Engineer 2nd Line

Make Your Mark with a Fast-Growing, People-First Tech Business

Remote (Cape Town) | R40kR60k Negotiable

About Our Client

Our client is a dynamic, fast-growing technology services company with over two decades of experience delivering cutting-edge IT solutions. With consistent year-on-year growth, a strong reputation for excellence, and a culture that puts people first, theyre shaping the future of IT support for small and medium-sized businesses. Theyre committed to innovation, collaboration, and empowering their teams to thrive in a challenging yet rewarding environment.

The Role : Remote Support Engineer 2nd Line

This role exists to provide high-quality 2nd line remote support to a diverse international client base, ensuring incidents and service requests are resolved efficiently and customer satisfaction remains consistently high. Youll act as a key problem solver, handling complex queries, mentoring junior staff, and ensuring contractual obligations are met while upholding the companys values of precision, collaboration, and exceptional customer care.

Responsibilities

• Minimum 3 years proven 2nd line support experience in a busy IT environment
• Deliver 2nd line remote support services for contracted and non-contracted clients
• Troubleshoot and resolve desktop, server, network, and Office 365 issues
• Manage incidents and service requests through the ITSM system, ensuring SLA compliance
• Escalate unresolved issues appropriately and follow through to resolution
• Provide mentoring and escalation support for junior engineers
• Recommend improvements, procedures, and adoption of new technologies
• Create technical guides and documentation as part of continuous improvement

About You / Qualifications

• 3+ years experience in 2nd line IT support, ideally within an MSP environment
• Strong technical knowledge of on-premise infrastructure, servers, networking, and cloud (Office 365, Azure)
• Confident troubleshooting complex PC, server, and network issues
• Relevant IT qualifications (Degree, Diploma, Microsoft or equivalent certifications)
• Strong communication and customer service skills with a professional, client-focused approach
• Highly organised, able to prioritise under pressure, and committed to meeting performance metrics
• Analytical, detail-oriented, and proactive in identifying and solving problems
• Advantageous : SonicWall, ITIL Foundation, or additional Microsoft / Azure certifications