Service Engineer (2nd Line)

Hire Far Out; 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

Western Cape (Fully remote - UK working hours)

Make your expertise count in a team where you own technical challenges and see the impact of your work.

Support UK clients while working fully remotely from the Western Cape.

Role Overview

A UK-based managed IT services business is hiring a Service Engineer (2nd Line, Remote) to support clients across Microsoft and Apple environments. Join a small team with company-supplied equipment, Mac training and support towards Microsoft certifications.

You will resolve technical issues through remote support, client calls and service desk tickets, taking ownership from initial investigation through to resolution or escalation. The role includes afternoon handovers and keeping the service desk covered until close.

Key Responsibilities

• Resolve second-line issues across Microsoft 365, Windows, Apple devices, networking and business applications.
• Manage support tickets against agreed 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.

Qualifications & Experience

• Ideally two or more years of second-line IT support experience; candidates with less experience and relevant practical skills will also be considered.
• Hands-on Microsoft 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 professional services automation (PSA) and remote monitoring and management (RMM) tools.
• Experience providing client support by phone and in writing, including explaining technical issues to non-technical users.
• Managed service provider experience, macOS and iOS support, or Apple device management would be advantageous.
• Microsoft certifications, HaloPSA experience, PowerShell scripting or an interest in applying AI to service desk work would be beneficial.