Support Engineer (Proactive Services)

The Legends Agency; Cape Town; Remote; ZAR 300,000 - 400,000; Full time

Job summary

A dynamic technology services provider is looking for a Support Engineer to deliver proactive monitoring and backup services. This role requires strong technical skills, experience in troubleshooting, and excellent communication abilities, working under pressure to support clients effectively. Qualifications include A-Level in IT or similar certifications, with additional Microsoft certifications being beneficial.

Qualifications

• Essential IT qualifications required, like CompTIA A+/N+.
• Experience in troubleshooting desktop, server, and network issues.
• Understanding of cloud infrastructures like O365 and Azure.

Responsibilities

• Monitor proactive tools and manage incident triage.
• Diagnose backup anomalies and conduct data restoration.
• Collaborate with teams and recommend service improvements.

Skills

Technical troubleshooting

Office 365 administration

Customer service orientation

Problem-solving

Communication skills

Education

A-Level/AS Level in IT, BTEC/HND in IT, or CompTIA A+/N+

Microsoft certifications (MCP/MCSE)

Tools

Solarwinds/Nable monitoring tools

SonicWall

Job description

Support Engineer (Proactive Services)

Join a dynamic and fast-growing technology services provider

Remote South Africa | Salary: Negotiable | Hours: 8AM to 5PM UK

About Our Client

Our client is a young, dynamic, and ambitious technology services business with a strong heritage dating back to 1997. The company has consistently achieved impressive growth, averaging 23% year-on-year, with a low staff turnover and a thriving customer base. With a vision to become the most influential technology partner for SMEs across the South East of England, they combine innovation, expertise, and strong vendor partnerships.

As a trusted partner of leading global technology vendors such as Microsoft, HPE, VMware, Sophos, and Gamma, the company offers its people the chance to work with cutting-edge technology, contribute to shaping industry trends, and grow their careers in a supportive and fast-paced environment.

The Role: Support Engineer (Proactive Services)

Reporting directly to the Support Engineer Team Leader, this role focuses on delivering proactive monitoring and backup & recovery services for both contracted and non-contracted clients. In addition, you will step in as a 2nd Line Engineer when required, ensuring seamless support across the team. This is a role that requires excellent technical knowledge, problem-solving, and clear communication while maintaining control and logical decision-making under pressure.

Key Responsibilities

• Perform daily monitoring of proactive tools, ITSM queues, and MDR alerts
• Manage breach remediation, conditional access log analysis, and incident triage
• Diagnose and resolve backup anomalies, upgrade software, and review client schedules
• Deliver proactive and backup/recovery support across client environments
• Ensure tickets are logged, updated, and resolved within SLA obligations
• Conduct periodic backup testing and data restoration activities
• Produce weekly, ad-hoc, and RCA reports for internal and client use
• Collaborate with internal teams and escalate issues where required
• Recommend service improvements and identify training opportunities

About You

• A-Level/AS Level in IT, BTEC/HND in IT, or CompTIA A+/N+ (essential)
• Microsoft certifications (MCP/MCSE) and ITIL Foundation (beneficial)
• Proven experience with complex desktop/server/network troubleshooting
• Strong knowledge of Office 365 administration, 2FA troubleshooting, and MDR alerting
• Familiarity with Solarwinds/Nable monitoring tools and SonicWall remediation
• Broad understanding of on-prem and cloud infrastructures (O365, Azure, virtualisation, storage, security)
• Excellent communication, multitasking, and organisational skills
• Strong customer service orientation with the ability to explain technical issues to non-technical users
• Adaptability, logical problem-solving, and the ability to work effectively under pressure