2nd Line Support Engineer

6 days ago

Cape Town, Western Cape, South Africa The Legends Agency Full time


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, they're shaping the future of IT support for small and medium-sized businesses. They're 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. You'll act as a key problem solver, handling complex queries, mentoring junior staff, and ensuring contractual obligations are met while upholding the company's values of precision, collaboration, and exceptional customer care.

Key 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

  • 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


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